Service Scheduler & Customer Experience Lead

The Jim Pattison Auto Group; Surrey; Hybrid; CAD 40,000 - 50,000; Full time

Job summary

The Jim Pattison Volkswagen Surrey dealership is seeking a Service Appointment Coordinator to manage service scheduling, coordinate customer communications, and ensure a seamless service experience from first contact to vehicle delivery.

You will greet customers professionally, gather vehicle details, and work with Service Advisors to match slots to shop capacity. Strong communication, organization, and data-entry skills are essential.

Qualifications

• Experience in customer-facing, administrative, or automotive service roles is preferred.
• Experience with dealership management systems or scheduling software is an asset.
• Excellent communication and interpersonal skills, both verbal and written.
• Strong organizational skills with the ability to manage multiple tasks in a fast-paced environment.
• Detail oriented with high accuracy in data entry and record keeping.
• Ability to remain calm and professional under pressure.
• Ability to work independently and as part of a team.
• Reliable, punctual, and dependable.
• A valid BC Driver's License is required.

Responsibilities

• Schedule and confirm service appointments accurately and efficiently across phone, email, and online channels.
• Greet customers in a warm, professional manner and gather vehicle and service information prior to arrival.
• Coordinate with Service Advisors to align appointments with shop capacity and technician availability.
• Follow up with customers regarding appointment reminders, service updates, and vehicle status.
• Manage the service drive schedule to optimize workflow and minimize customer wait times.
• Liaise with Parts Department to confirm parts availability ahead of scheduled appointments.
• Maintain accurate customer and vehicle records within the dealership management system.
• Handle customer inquiries, concerns, and escalations with professionalism and a solutions-focused approach.
• Support the Service team with administrative tasks to maintain smooth daily operations.
• Follow all company policies, procedures, and safety standards.
• Ensure confidentiality of company and customer information.
• Contribute to a supportive and engaging working environment.

Skills

Customer-facing

Communication

Organizational skills

Attention to detail

Teamwork

Calm under pressure

Independent work

BC Driver's License

Tools

Dealership management system

Scheduling software

Job description

The Jim Pattison Volkswagen Surrey dealership is seeking a Service Appointment Coordinator to manage service scheduling, coordinate customer communications, and ensure a seamless service experience from first contact to vehicle delivery.

You will greet customers professionally, gather vehicle details, and work with Service Advisors to match slots to shop capacity. Strong communication, organization, and data-entry skills are essential.