BDC Customer Service Coordinator

Georgia Big Trucks; Macon (GA); On-site; USD 32,000 - 42,000; Full time

Job summary

Georgia Big Trucks in Macon, GA seeks a Customer Service Coordinator to handle inbound/outbound service calls, schedule appointments, and maintain customer records. You will coordinate maintenance, recalls, and campaigns, while ensuring timely follow-ups and accurate data entry in the CDK Service Scheduling system.

Ideal candidates have excellent phone skills, calm under pressure, and strong communication with a customer-focused approach.

Qualifications

• Experience handling inbound and outbound calls for service departments.
• Ability to schedule service appointments, maintenance, recalls and campaigns.
• Track and research customer records to ensure timely appointments.

Responsibilities

• Interact with customers to provide information and answer inquiries about products and services.
• Schedule incoming and outgoing service calls.
• Route inquiries to the appropriate ASM or Manager.
• Resolve customer complaints via phone or email.
• Investigate and correct errors in CDK Service Scheduling records.
• Enter customer information accurately and timely.
• Coordinate service requirements with other departments.
• Escalate complaints to proper personnel when needed.
• Follow phone scripts to ensure clear communication with customers.
• Aim to meet and exceed management targets daily.
• Maintain SET standards on appointment ease.
• Keep average call length under 3 minutes.
• Achieve 93%+ appointment show rate.
• Reach at least 400 appointments shown per month.
• Maintain 110+ calls per day.
• Log calls thoroughly and accurately.

Skills

Inbound/outbound calls

Appointment scheduling

Customer service

Record keeping

Excellent phone skills

Calm under pressure

Decision making

Team collaboration

Customer-focused

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