Customer Service Coordinator is an individual, who handles inbound/outbound calls for the service departments. The CSC schedules service appointments, general maintenance, diagnostics, and recalls/campaigns/ warranty extension appointments. The CSC performs outbound appointment setting calls for “No Show appointments, We-Owes, maintenance appointments and additional outbound calls as requested by management. A CSC associate participates in monthly outbound calls as they pertain to various campaigns. Duties and Responsibilities • Interact with customers, providing information and answering inquiries about products, status updates, pricing and services. • Make appointments for Incoming and Outgoing calls. • Taking service inquiry calls from customers and when needed dispatch to the appropriate ASM or Manager. • Thoroughly and promptly answering the questions of customers regarding the organizations’ products/services and its operation or maintenance. • Handling and resolving customer complaints, or special orders via email or phone. • Investigating and correcting errors in customer records in the CDK Service Scheduling system. • Entering customer information accurately and in a timely fashion. • Properly researching customer vehicle records/history in the appropriate automotive site to ensure timely appointments for recalls/campaigns. • Coordinating customers’ service requirements with other appropriate departments as necessary to ensure effective customer service. • Referring complaints of service or product failure or errors to appropriate personnel for investigation using complaint resolution forms. • Communicating solutions, successes, and opportunities to the manager of customer service. • Master the phone scripts provided to assure proper communication between customer and applicable personnel within the dealership • The ability to meet and exceed the goals set forth by management on a daily basis. • Associate must maintain a minimum of SET Standard on “Ease of Appointment”. • Average length of a call: under 3:00 minutes • Appointment show percentage must be at 93% or higher • Appointment Show must be at a minimum of 400 appointments per month • Maintain a minimum average of 110 calls per day • Log all calls thoroughly and accurately as directed by management Skills and Specifications • Excellent phone skills • Calmness under pressure and maintain records in timely and accurate mode. • Good decision-making, communication, and articulate in a professional manner at all times. • Ability to encourage and motivate people with a responsible positive attitude. • Strong interest in helping and working with all customers. • The ability to handle escalated customer calls with the appearance of ease and professionalism