The Service Coordinator (SC) is a specialized, highly trained & skilled member of the Service Client Care Center.

The Service Coordinator handles inbound service reservation calls, confirms service reservations, performs outbound follow-up calls for due, overdue service clients;

Special Order Parts (SOP) notifications; we owes scheduling calls and any additional outbound calls requested by management.

The SC must possess outstanding communication skills, a cheerful and enthusiastic disposition, and the ability to speak articulately.

In addition, the SC must display great work ethics, project a can do attitude in the face of change, enjoy conducting outbound telephone calls with enthusiasm and support the goals and vision of the team.

To complete ServiceMastery certification training, Service Coordinator must pass certification testing with a minimum score of 85%.

Service Coordinators must attend 100% of the certification training, which is five consecutive days.

During the first 6 weeks of training, a Service Coordinator must not miss more than 1 day for any reason.

Benefits :

• Health Insurance
• Dental Insurance
• 401(k) program
• Sick / Vac
• Pay is $20.00 per hour plus a monthly perfomance based bonus

Essential Duties

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Promptly and professionally answer inbound calls with the goal of providing an exceptional client experience resulting in a scheduled reservation with service team.

Master and follow all training materials including inbound service call guides and Strategic Responses

word tracks) and to accurately answer all guest’s questions.

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

Using the Blueprint Knowledge Drive to search for answer(s) to guest’s questions prior to transferring the phone call to a Service Advisor.

The ability to work flexible hours.

Being punctual to work and when returning from lunch and break with a full adherence to set schedule.

Following the Client Care Center Policies and Procedures manual.

Having the aptitude & desire to develop a solid understanding of product information related to all brands, vehicles and all maintenance / repair services provided by the service department(s) included with this group.

Requirements

Mastering all training materials provided in the ServiceMastery™ Certification training provided by Blueprint, Inc.

which includes but is not limited to specific call guide strategies, word tracks pertaining to overcoming specific client questions and objections.

• Proficient operational software techniques for DMS, Service CRM and any additional dealer specific software.
• Willingness to develop an understanding and adhering to Client Care Center policies and procedures Manual
• The ability to meet or exceed all Key Performance Indicators that are specific to the following :
• Average number of calls handled per day :
• From launch date to 90 days in position : 100 calls handled per day (average)
• 181 days in position : 120 calls handled per day (average)
• Average length of call : Under 3 : 00 minutes
• Appointment show percentage : 88% or greater
• Number of appointments created : within 10% of the group average
• Number of appointments completed : within 10% of the group average
• A CALLRATER score of 85.0 or greater after 30 days / 90.0 score after 90 days
• Failure to meet the minimum monthly KPIs can and will lead to disciplinary action including termination.

EDUCATION / EXPERIENCE / SKILLS REQUIRED

• High School Diploma or Equivalent
• Customer service experience a plus
• Must possess valid Massachusetts driver’s license
• Ability to read and comprehend simple instructions, short correspondence, and memos.

Ability to write simple correspondence.

Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.

Ability to perform these operations using units of American money and weight measurement, volume and distance.

Ability to apply common sense understanding to carry out simple one- or two-step instructions.

Ability to deal with standardized situations with only occasional or no variables

WORKING CONDITIONS AND PHYSICAL EFFORT

The work environment characteristics described here are representative of those a Client Care Sales Coordinator encounters while performing the essential functions of this job.

Normal office work environment

Prolonged periods of sitting at a desk and working on a computer

LIMITATIONS AND DISCLAIMER

This document is intended to describe the general nature and level of work being performed.

It is not intended to be construed as an exhaustive description of all responsibilities, duties and skills required for the position as they may be changed at management discretion or in response to business demands.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Last updated : 2024-05-05