Call Center

Job Description

Job Description

The Service Coordinator (SC) is a specialized, highly trained, and skilled member of the Service Client Care Center. The SC handles inbound service reservation calls, confirms service reservations, performs outbound follow-up calls for due and overdue clients, special order parts notifications, and handles several other outbound calling activities.

The SC must possess outstanding communication skills, multi-tasking skills, and time management skills. Must be cheerful and have an enthusiastic disposition, possess the ability to speak articulately, have great work ethics, and enjoy making outbound telephone calls.

Requirements :

Applicants must have a minimum of 1 year of Call Center experience

Mastering all training materials provided in training which includes phone scripts and word tracks pertaining to client questions.

Basic operational software techniques for CDK and TEKION SCHEDULER service CRM.

Having the aptitude and desire to develop a solid understanding of product information related to all Toyota / VW vehicles and all maintenance and repair services provided by the service department listed in CDK.

Willingness to develop an understanding and adhere to Client Care Center Policies and Procedures Manual

The ability to meet or exceed all Key Performance Indicators that measure performance.

Being organized, self-disciplined, and a quick learner

Must be available to work weekends anywhere from 8 am to 6 pm.

Must be able to work a flexible schedule (40 hours per week)

Responsibilities :

Promptly and professionally answer multiple inbound calls with the number one goal being to provide an exceptional client experience and to schedule a solid and specific service reservation with the service team.

Master and follow all training materials including inbound service scripts and all word tracks and scripts in Service CRM software to accurately set inbound service reservations.

Provide clients with information pertaining to current service offerings.

Proactively contacting clients to remind them of scheduled reservations, rescheduling missed reservations, and politely reminding clients of due and overdue services.

Keep current with service specials, all direct mail pieces, and recall notices from the manufacturer.

Benefits :

A professional work environment with state-of-the-art equipment and software.

Motivating paid training program.

Consistent ongoing training and performance feedback.

Bonus earning potential is based on performance and Key Performance Indicators accomplished by individuals and teams.

401(k)

Dental insurance

Health insurance

Paid time off