Senior Service Appointment Lead

US Lawns; Bakersfield (CA); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

401(K) Retirement Plan

Paid Vacation

Paid Holidays

Paid Sick Time

Company-Paid Life Insurance

Generous Discounts on Sales/Service/R

Voluntary Benefits

Paid Training

Uniforms

Job summary

Jim Burke Ford Lincoln in California seeks an Appointment Coordinator Supervisor II to lead the Service Department's appointment coordination team, ensuring exceptional customer service and efficient scheduling while upholding Ford operating standards.

You will coach staff, manage staffing, monitor performance, and drive process improvements to maximize shop productivity and customer satisfaction in a fast-paced dealership environment.

Qualifications

• High school diploma or equivalent required.
• Five+ years of automotive dealership experience in customer service, appointment coordination, service operations, or related field.
• Two+ years of leadership or supervisory experience.
• Working knowledge of automotive maintenance, repair processes, and dealership operations.

Responsibilities

• Supervise, coach, develop, and support the Appointment Coordinator team while performing daily appointment coordination duties.
• Lead team performance by setting expectations, monitoring productivity, and maintaining accountability to company standards and policies.
• Manage staffing schedules and time-off requests to ensure adequate department coverage.
• Monitor attendance and ensure compliance with timekeeping policies.
• Schedule service appointments accurately using the dealership's shop loading system.
• Receive and manage inbound customer communications via phone, email, text, AI-assisted channels, and in-person interactions.
• Oversee AI-generated website communications and inbound phone inquiries for prompt, professional responses.
• Welcome customers to the Service Department and assist with service inquiries.
• Confirm service appointments with customers prior to their visit.
• Coordinate customer concerns with appropriate departments and resolve issues professionally.
• Monitor and track parts for timely follow-up and scheduling.
• Manage service leads and manufacturer outreach for scheduling.
• Oversee customer pick-up/delivery scheduling and logistics.
• Prepare, review, and distribute daily Service and Quick Lane Department reports.
• Track appointment volume, shop capacity, customer follow-up, and departmental metrics.
• Maintain manufacturer compliance with Ford operating standards.
• Support admin functions, department documentation, reporting, and process improvements.
• Identify operational challenges and implement solutions to improve efficiency and satisfaction.
• Promote a positive team culture with high standards of professionalism and customer service.
• Perform other duties as assigned.

Skills

Leadership

Customer service

Communication

Problem-solving

Organizational skills

Time management

MS Office

Education

High School Diploma

Tools

MS Office

Shop loading software

Job description

Jim Burke Ford Lincoln in California seeks an Appointment Coordinator Supervisor II to lead the Service Department's appointment coordination team, ensuring exceptional customer service and efficient scheduling while upholding Ford operating standards.

You will coach staff, manage staffing, monitor performance, and drive process improvements to maximize shop productivity and customer satisfaction in a fast-paced dealership environment.