Call Center Agent (Appointment Coordinator) - OpenRoad Lexus Richmond

OpenRoad Auto Group Limited; Richmond; Hybrid; CAD 25,000 - 30,000; Full time

Benefits offered by this job

Discounted vehicle purchasing program

RRSP matching

Referral bonuses

Extended health plan

Dental plan

Training opportunities

Internal promotion

Job summary

OpenRoad Auto Group Limited—OpenRoad Lexus Richmond is seeking a Call Center Agent (Appointment Coordinator) for the Service department in Richmond, BC. This full-time role handles service appointment scheduling, confirms bookings, notifies customers of recalls, and books maintenance appointments.

The position requires 2 years in customer relations, solid organizational and communication skills, and comfort using a computerized appointment system. Competitive hourly pay and benefits offered.

Qualifications

• 2 years of experience in customer relations.
• Strong organizational and people skills.
• Some knowledge of automotive equipment parts and accessories.
• Good computer skills and ability to maintain records using a computerized appointment system.
• Ability to communicate with others and to assimilate and understand information.
• Ability to make sound decisions in the essential job functions.
• Ability to work constructively with members from all departments within the dealership.

Responsibilities

• Handle customer calls regarding appointment cycle and schedule service appointments.
• Review unconfirmed appointments and contact customers to confirm.
• Notify customers of recalls or campaigns and book required appointments.
• Book maintenance appointments and offer alternative dates if needed.
• Monitor incoming email appointments and book as necessary.
• Follow up with service customers post-visit and document quality.
• Note customer comments and forward to Service Manager.
• Update customer information on file and report complaints.

Skills

Customer relations

Organizational skills

People skills

Automotive parts knowledge

Computer skills

Record keeping

Communication skills

Tools

Computerized appointment system

Job description

DRIVING POSSIBILITIES

Position: Call Center Agent (Appointment Coordinator)
Status: Full-Time

Dealership: OpenRoad Lexus Richmond
Department: Service

Compensation: $18.50 - $22.00 per hour

We are proud of our forward-thinking culture developed over 40 years of continuous improvement initiatives. OpenRoad is one of the largest and fastest growing automotive retail groups in the country (representing 23 brands across 44 locations) with a shared vision to become the national automotive leader in customer experience. As one of "Canada's Best Employers" and "Best Managed Companies", we are looking for team players who are excited to continually learn, work hard, and take ownership of their role.

Our size doesn't define us, our people do. No one is just a number here, everyone matters, and our culture is the foundation of our success.

A Career at OpenRoad Means You'll Enjoy:

• Opportunity to work with a variety of OEM Brands including Acura, Audi, BMW, Buick, Cadillac, Chevrolet, Chrysler, Dodge, GMC, Honda, Jaguar, Jeep, Land Rover, Lexus, Mazda, Mercedes-Benz, MINI, Porsche, Ram, Rolls-Royce, Subaru, Toyota, Volkswagen
• Exclusive perks and benefits, including a Discounted Vehicle Purchasing Program, RRSP matching, and referral bonuses
• Comprehensive extended health and dental plan (applicable for full-time positions only)
• Strong focus on training, development, and internal promotion opportunities
• Be part of collaborative, friendly, and progressive work culture with an emphasis on transparency, innovation, relationship, and empowerment
• Be part of a culture that celebrates you through employee recognition programs and engagement events

ROLE & RESPONSIBILITIES:

• Handling customer calls regarding appointment cycle, and ensuring all service appointments are scheduled when due.
• Review unconfirmed appointments in the system and contact customers to confirm several days prior to scheduled appointment date.
• Contact customers to make them aware of outstanding recalls or campaigns and book the required appointments.
• Contact customers who are due for maintenance to book appointments.
• Offer alternative dates and/or times and book new appointments into the system when customer is unavailable for scheduled appointment.
• Monitor incoming e-mail appointments and book as necessary.
• Conduct follow-ups with service customers shortly after their service or repair, along with determining and documenting the quality of their visit.
• Take note of all customer comments and feedback and forward to the Service Manager.
• Update customer information on file.
• Report all and any customer complaints to Service Manager.
• Attend meetings and training as required.
• Must follow company safety policies and practices, and immediately, report any and all accidents to a Manager/Supervisor.
• This position will be expected to perform other duties as assigned by management.
• OpenRoad reserves the right to modify this job description as business needs require.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• 2 years of experience in customer relations.
• Strong organizational and people skills.
• Some knowledge of automotive equipment parts and accessories.
• Good computer skills and ability to maintain records using a computerized appointment system.
• Ability to communicate with others and to assimilate and understand information, in a manner consistent with the essential job functions.
• Ability to make sound decisions in a manner consistent with the essential job functions.
• Ability to work constructively with members from all departments within the dealership.

Internal Candidates:

To be considered, please complete and submit the Internal Endorsement Form available on SharePoint. Please ensure all required information is provided, as incomplete submissions may delay the application process. [Link]

We are an equal opportunity employer that values diversity, inclusion, and respect in the workplace. We are committed to creating opportunities for our associates to learn, advance their careers, and reach their full potential.

Grow Your Career at OpenRoad!

We thank all applicants for their interest; however, only those selected for an interview will be contacted.