Service Appointment Lead & Team Coach

US Lawns; Bakersfield (CA); On-site; USD 65,000 - 90,000; 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. You will ensure efficient scheduling, exceptional customer service, and compliance with Ford standards, while driving productivity and accurate reporting.

You will coach staff, manage staffing, monitor timekeeping, oversee inbound communications (phone, email, text, AI channels), and coordinate with other departments to resolve issues and improve the

Qualifications

• High school diploma or equivalent required.
• Minimum five (5) years of automotive dealership experience in customer service, appointment coordination, service operations, or a related field.
• Minimum two (2) 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 company time‑keeping policies.
• Schedule service appointments accurately and efficiently utilizing the dealership's shop loading system.
• Receive and manage inbound customer communications through phone, email, text, AI‑assisted channels, and in‑person interactions.
• Oversee AI‑generated website communications and inbound phone inquiries to ensure prompt and professional customer responses.
• Coordinate customer concerns and service‑related questions with appropriate departments.
• Resolve customer concerns professionally and elevate issues when necessary.
• Monitor and track special‑order parts to support timely customer follow‑up and scheduling.
• Prepare, review, and distribute daily Service and Quick Lane Department reports.
• Track appointment volume, shop capacity, customer follow‑up activity, departmental performance metrics, and workflow trends.
• Maintain manufacturer compliance requirements and ensure adherence to Ford Motor Company operating standards.

Skills

Leadership

Customer Service

Communication

Problem Solving

Time Management

MS Office

Education

High School Diploma or equivalent

Tools

DMS

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. You will ensure efficient scheduling, exceptional customer service, and compliance with Ford standards, while driving productivity and accurate reporting.

You will coach staff, manage staffing, monitor timekeeping, oversee inbound communications (phone, email, text, AI channels), and coordinate with other departments to resolve issues and improve the