Service Appointment Specialist

Generation-Auto-Group; Town of Islip (NY); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Aflac Insurance

401(k) with Employer Match

Paid Holidays

Employee Purchase Program

Referral Programs

Perks & Discount Program

Monthly Employee Celebrations

Company-Supplied Uniforms

Paid Manufacturer Training

Job summary

Generation Kia, part of Generation Auto Group, is seeking a Service Department Receptionist to deliver outstanding customer service and drive seamless scheduling for our service customers.

As the primary contact, you will answer calls, schedule and confirm appointments, promote maintenance and recalls, document vehicle information in the CRM, and collaborate with Advisors to maximize CSI and shop efficiency.

Qualifications

• Friendly, professional, and customer-focused with a passion for delivering exceptional customer service.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational skills with exceptional attention to detail and accuracy.
• Ability to multitask, prioritize responsibilities, and remain composed in a fast-paced dealership environment.
• Comfortable answering a multi-line phone system while greeting customers and managing appointments.
• Proficient with computers, Microsoft Office, email, scheduling software, data entry, and dealership management systems.
• Previous receptionist, front desk, administrative, customer service, or automotive dealership experience is preferred.
• Reliable, punctual, and dependable with a strong work ethic and positive attitude.
• Professional appearance and demeanor with the ability to create a welcoming first impression.
• Ability to work independently while collaborating effectively with the Sales, Service, Parts, and Management teams.

Responsibilities

• Answer all incoming service calls promptly, professionally, and courteously while delivering exceptional customer service.
• Make outbound calls to schedule service appointments, confirm upcoming appointments, follow up with customers, and support customer retention efforts.
• Contact customers regarding open recalls, manufacturer service campaigns, declined services, and recommended maintenance.
• Proactively reach out to customers who are due for routine maintenance, factory-recommended services, and mileage-based service intervals to generate additional service appointments.
• Schedule, confirm, reschedule, and manage service appointments accurately while maximizing shop capacity and technician availability.
• Accurately document customer concerns, vehicle information, and appointment details within the dealership CRM and scheduling systems.
• Follow up with customers to confirm appointments, reduce no-shows, and improve appointment show rates.
• Build long-term customer relationships through consistent communication and exceptional customer care.
• Meet or exceed daily, weekly, and monthly call volume, appointment-setting, and customer engagement goals.
• Maintain accurate records of all customer interactions, phone calls, appointment activity, and follow-up communications.
• Collaborate closely with Service Advisors and Service Management to ensure efficient scheduling and a seamless customer experience.
• Resolve customer questions, concerns, appointment changes, and rescheduling requests professionally and efficiently.
• Deliver an outstanding customer experience that supports customer satisfaction, loyalty, retention, and strong CSI scores.

Skills

Customer service

Verbal communication

Written communication

Organizational skills

Multitasking

Phone system

Scheduling software

CRM systems

Dealership management systems

Professional appearance

Tools

Microsoft Office

CRM systems

Scheduling software

Dealership management systems

Job description

Generation Kia, part of Generation Auto Group, is seeking a Service Department Receptionist to deliver outstanding customer service and drive seamless scheduling for our service customers.

As the primary contact, you will answer calls, schedule and confirm appointments, promote maintenance and recalls, document vehicle information in the CRM, and collaborate with Advisors to maximize CSI and shop efficiency.