Service Support Specialist

Swickard Crown, LLC d/b/a Crown Toyota • Ontario, CA

6d • Onsite

About The Position

At Crown Toyota of Ontario, the Service Support Specialist is the first voice most guests hear when they need service. This role is the connection between a guest's need and a scheduled appointment -- and the best person in this seat doesn't just answer calls, they build relationships, fill the drive, and make guests feel genuinely taken care of before they ever pull onto the lot.

Requirements

• Previous customer service, call center, BDC, or phone-based guest communication experience preferred
• Genuinely warm and professional phone presence -- you represent the store in every conversation
• Organized and accurate -- appointment scheduling and customer records need to be right every time
• Proactive follow-through -- you don't wait to be reminded to make the next call
• Comfortable with scheduling software, DMS platforms, or CRM tools
• Calm and composed when managing a high volume of calls and scheduling requests simultaneously
• Valid driver's license with a clean driving record

Nice To Haves

• Automotive or dealership experience a plus -- not required

Responsibilities

• Answer inbound service calls with warmth, professionalism, and a genuine hospitality-first approach -- every caller deserves a great first impression
• Schedule and manage service appointments -- booking guests efficiently, confirming details, and ensuring the schedule supports shop capacity
• Make proactive outbound calls to guests -- reaching out for maintenance reminders, recall notifications, declined service follow-up, and satisfaction check-ins
• Guide guests through service scheduling -- understanding their needs, communicating wait times and availability accurately, and setting clear expectations
• Maintain accurate records of customer contact activity and appointment status in the DMS
• Coordinate with service advisors to communicate appointment details and any special guest needs ahead of arrival
• Follow up on no-shows and reschedule missed appointments -- keeping the drive full and guests connected to the store
• Support the service team with additional guest communication tasks as needed

Benefits

• $18/hr
• Medical, dental, and vision insurance
• Life insurance and supplemental coverage options
• Paid time off and paid holidays
• On-the-job training
• Career path
• Employee vehicle purchase and service discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed