Hoffman Client Care Center Coordinator

Hoffman Auto Group; Simsbury (CT); On-site; USD 38,000 - 48,000; Full time

Job summary

Hoffman Auto Group in Simsbury, CT is seeking a Service Coordinator to join our Service Client Care Center. You will handle inbound reservation calls, confirm appointments with the service team, and perform outbound follow-up to keep clients on track with maintenance needs.

The role relies on strong communication, reliability, and a customer-first mindset. You will follow training materials, stay current on service specials, recalls, and manufacturer notices, and support the team in delivering

Qualifications

• High School Diploma required.
• 1–2 years in a customer service role preferred.
• Able to adapt to changing priorities and maintain tech proficiency.

Responsibilities

• Answer inbound service calls professionally to schedule reservations.
• Confirm service reservations with guests and update systems.
• Perform outbound follow-up calls for due/overdue service clients.
• Provide SOP notifications and recall/maintenance reminders as needed.
• Refer questions to Service Advisors and document interactions.

Skills

Communication

Customer service

Teamwork

Adaptable

Tech-savvy

Education

High School Diploma

Job description

Role PurposeThe Service Coordinator (SC) is a specialized, highly trained & skilled member of the Service Client Care Center. The Service Coordinator handles inbound service reservation calls, confirms service reservations, performs outbound follow-up calls for due, overdue service clients; Special Order Parts (SOP) notifications; “we owes” scheduling calls and any additional outbound calls requested by management.LeadershipThis position does not lead others.Core AccountabilitiesPromptly and professionally answer inbound calls with the goal of providing an exceptional client experience resulting in a scheduled reservation with service team.Master and follow all training materials including inbound service call guides and Strategic Responses (word tracks) in order to accurately answer all guest’s questions.Keep current with service specials, all direct mail pieces, and recall notices from the manufacturer.Using the Blueprint Knowledge Drive to search for answer(s) to guest’s questions prior to transferring the phone call to a Service Advisor.The ability to work flexible hours, to possibly include Saturdays.Being punctual to work and when returning from lunch and break with a full adherence to set schedule.Following the “Client Care Center Policies and Procedures” manual.Competencies and QualificationsMastering all training materials provided in the ServiceMastery Certification training provided by Blueprint, Inc. which includes but is not limited to specific call guide strategies, word tracks pertaining to overcoming specific client questions and objections.High School Diploma1-2 years’ experience in a customer service orientated environment preferredCan adapt and embrace change with an internal and external customer centric mindsetAct as an advocate for teammates and have a strong commitment to technology advancementPossesses effective communication skills: oral, written, listening.Works well with customers, promotes a positive image of the company, strives to solve issues raised by customers.