BDC Customer Service Coordinator

Hutchinson Automotive Group; Macon (GA); On-site; USD 32,000 - 48,000; Full time

Job summary

Hutchinson Automotive Group in Macon, GA is seeking a Customer Service Coordinator to manage inbound and outbound service calls, schedule appointments, and coordinate recalls and campaigns. You will handle inquiries, resolve issues, and ensure accurate vehicle records in the scheduling system.

The role requires strong communication, a professional demeanor, and the ability to meet daily call and appointment targets in a dealership environment.

Qualifications

• Excellent phone skills for handling inbound/outbound calls.
• Calmness under pressure and accurate record-keeping.
• Good decision-making and professional communication.
• Ability to motivate others and maintain a positive attitude.
• Strong interest in helping customers and resolving issues.
• Capability to handle escalated calls professionally.

Responsibilities

• Interact with customers, providing information and answering inquiries about products, status updates, pricing and services.
• Make appointments for Incoming and Outgoing calls.
• Take service inquiry calls and dispatch as needed to ASM or Manager.
• Answer questions about products/services and maintenance.
• Handle and resolve customer complaints via email or phone.
• Research and correct errors in customer records in the CDK Service Scheduling system.
• Enter customer information accurately and timely.
• Research vehicle records/history to ensure timely recalls/campaigns appointments.
• Coordinate service requirements with other departments to ensure quality service.
• Refer complaints for investigation and communicate solutions to management.
• Master phone scripts to ensure proper communication within the dealership.
• Meet or exceed daily goals and maintain SET Standard on appointment ease.
• Maintain a high appointment show rate and daily call volume as directed.

Skills

Phone Skills

Composure under pressure

Decision-Making

Motivating Others

Customer Care

Escalation Handling

Job description

Customer Service Coordinator is an individual, who handles inbound/outbound calls for the service departments. The CSC schedules service appointments, general maintenance, diagnostics, and recalls/campaigns/ warranty extension appointments. The CSC performs outbound appointment setting calls for “No Show appointments, We-Owes, maintenance appointments and additional outbound calls as requested by management. A CSC associate participates in monthly outbound calls as they pertain to various campaigns.

Duties and Responsibilities

• Interact with customers, providing information and answering inquiries about products, status updates, pricing and services.
• Make appointments for Incoming and Outgoing calls.
• Taking service inquiry calls from customers and when needed dispatch to the appropriate ASM or Manager.
• Thoroughly and promptly answering the questions of customers regarding the organizations’ products/services and its operation or maintenance.
• Handling and resolving customer complaints, or special orders via email or phone.
• Investigating and correcting errors in customer records in the CDK Service Scheduling system.
• Entering customer information accurately and in a timely fashion.
• Properly researching customer vehicle records/history in the appropriate automotive site to ensure timely appointments for recalls/campaigns.
• Coordinating customers’ service requirements with other appropriate departments as necessary to ensure effective customer service.
• Referring complaints of service or product failure or errors to appropriate personnel for investigation using complaint resolution forms.
• Communicating solutions, successes, and opportunities to the manager of customer service.
• Master the phone scripts provided to assure proper communication between customer and applicable personnel within the dealership
• The ability to meet and exceed the goals set forth by management on a daily basis.
• Associate must maintain a minimum of SET Standard on “Ease of Appointment”.
• Average length of a call: under 3:00 minutes
• Appointment show percentage must be at 93% or higher
• Appointment Show must be at a minimum of 400 appointments per month
• Maintain a minimum average of 110 calls per day
• Log all calls thoroughly and accurately as directed by management

Skills and Specifications

• Excellent phone skills
• Calmness under pressure and maintain records in timely and accurate mode.
• Good decision-making, communication, and articulate in a professional manner at all times.
• Ability to encourage and motivate people with a responsible positive attitude.
• Strong interest in helping and working with all customers.
• The ability to handle escalated customer calls with the appearance of ease and professionalism