Hoffman Client Care Center Coordinator

Hoffman Auto Group; West Simsbury (CT); On-site; USD 20,000 - 29,000; Full time

Job summary

Hoffman Toyota in West Simsbury, CT is seeking a Service Coordinator to join the Service Client Care Center. The role focuses on handling inbound service reservation calls, confirming reservations, and performing outbound follow-ups for due and overdue clients.

The position requires 1-2 years of customer service experience and a High School Diploma, with training on call guides and word tracks. Flexibility to work Saturdays and strong communication skills are valued to maintain a positive client

Qualifications

• Master training materials including inbound service call guides and word tracks.
• High School Diploma.
• 1-2 years' experience in a customer service oriented environment preferred.
• Ability to adapt to change with a customer-centric mindset.
• Effective oral and written communication skills.
• Promotes a positive image of the company and resolves customer issues.

Responsibilities

• Answer inbound calls promptly to schedule service reservations.
• Confirm service reservations and follow up with due/overdue clients.
• Notify on Special Order Parts and recall notices.
• Support weekend or Saturday hours as needed.
• Adhere to Service Client Care Center policies and procedures.

Skills

Customer service

Communication skills

Adaptability

Team player

Tech savvy

Education

High School Diploma

Job description

Job Details: Job Location: Hoffman Toyota - West Simsbury , CT, Salary Range: $18.00 - $18.00Hourly, Role Purpose

The 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.

Leadership

This position does not lead others.

Core Accountabilities

• Promptly 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.

Qualifications: Competencies and Qualifications

• Mastering 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 Diploma
• 1-2 years' experience in a customer service orientated environment preferred
• Can adapt and embrace change with an internal and external customer centric mindset
• Act as an advocate for teammates and have a strong commitment to technology advancement
• Possesses effective communication skills: oral, written, listening.
• Works well with customers, promotes a positive image of the company, strives to solve issues raised by customers.