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Description
PURPOSE OF JOB:
This is an individual contributor position that is responsible for taking incoming calls promptly and professionally and for assisting customers with coordinating automotive service appointments or locating the proper personnel to assist them. Ensures that Business Development Center (BDC) goals are achieved on a monthly basis.
JOB DUTIES:
Process Incoming Service Appointment Requests:
- Promptly and professionally assist customers contacting the BDC for service appointments.
- Follow the requirements of the Romain Service Process to schedule appointments. When setting the appointment, verify the customer’s name, address, telephone numbers (home, work and/or cell), e-mail address and information on the vehicle to be serviced such as year, make, and model vehicle year, as well as the type(s) of service that needs to be completed during the service appointment. Also checks Vehicle Identification Numbers (VINs) for open recalls in the designated software system(s).Â
- Promptly and accurately enter appointments into the designated software system(s).
- Follow company guidelines and scripts for answering the phone, setting appointments, follow-ups, etc.
- The Service Scheduler will take appointment calls, estimation calls, open recall calls, overflow for updates, etc. Most technical calls and status calls should be transferred to the appropriate Assistant Service Manager (ASM).
2. Quality & Continuous Improvement
- Personally commit to quality in all aspects of work.
- Provide “World Class Customer Service” for internal and external customers.
- Communicate and exemplify the Company’s Mission Statement, Vision Statement, Values, and Philosophy.
3. Schedule and Shift
- Monday - Friday 7:30am - 4:30pm
- Full Time - Weekly Hours 40
Requirements
1. Education:
- High school diploma/equivalent is minimally required.
2. Other Knowledge, Skills, Abilities & Competencies:
- Maintain a professional, well-groomed personal appearance.
- Demonstrate an outgoing personality with a courteous and professional presence.
- Strong customer service orientation.
- Strong attention to detail skills.
- Strong verbal, written, and active listening skills.
- Ability to multitask in a fast-paced business environment and adjust to competing priorities.
- Strong organizational skills.
- Ability to maintain confidentiality.
- Strong interpersonal abilities to deal effectively with customers and business contacts at all levels.
- Strong computer skills, including proficiency with databases and with Microsoft Office applications, including Outlook, Word, and Excel.
- Ability to work independently, without constant supervision.
- Possess a working knowledge of basic office equipment, such as printers, copiers, faxes, scanners.
- Must possess and continuously maintain a valid driver’s license with an acceptable driving record
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