Appointment Coordinator Hanover Toyota Hanover Auto Team, Inc. (HAT, INC)

POSITION TITLE: Appointment Coordinator

DEPARTMENT: Service

REPORTS TO: Service Manager

FLSA STATUS: Non-Exempt

Hanover Auto Team has been under the same family ownership for over 35 years. Our motto is “Making it Fun Again!” and we strive to do just that by providing a fun, family-oriented, and welcoming atmosphere for our customers and employees alike. We proudly serve the Hanover, Pennsylvania community and its surrounding areas. We are always seeking enthusiastic, qualified individuals to join our growing team.

PURPOSE:

The Appointment Coordinator will, at the direction of the Service Manager be the direct initial person of contact for every new or existing customer. Their ultimate goal is to facilitate service customers with scheduling appointments, updates on vehicle status, and customer retention efforts. Follow up with all prospects.

WHAT WE OFFER:

• Great corporate culture and team environment-we value you!
• Affordable health, vision, and dental insurance
• Option for Company Paid Health Insurance
• Company paid life insurance
• Competitive compensation and bonus program
• Paid training
• 401(k) plan with generous matching/profit sharing
• Generous Paid Time Off and Paid Holidays
• Flexible schedule options, no late nights, rotating Saturdays, closed Sundays
• Corporate YMCA Discount
• Employee Incentive Programs (vehicle service and purchases)
• Employee Assistance Program
• Opportunity for Advancement and Articulated Career Path

ESSENTIAL DUTIES:

· Engage in all training directed by the Service Manager.

· Follow all BDC scripts and guidelines on all inbound and outbound calls.

· Ensure that all calls presented are answered promptly and professionally.

· Acquire a reasonable knowledge of product information related to the makes and models of the dealerships.

· Develop proficiency with all features of the BDC CRM software and associated products.

· Maintain a current knowledge of schedules of personnel throughout the dealerships.

· Maintain an understanding and adherence to dealership and BDC department policies and procedures.

· Endeavor to meet and exceed hourly, daily, weekly, and monthly individual goals as communicated by the Service Manager.

· Ensure that all outbound calls (no shows, confirmations, show appointment follow-ups and task list calls) are made in a timely and effective manner.

· Meet daily guidelines set for number of set appointments, appointment show and outbound calls.

· Maintain the essential communication link between the customer and the dealership.

· Ensure that all communications to and from the customer and to and from the service department is passed on effectively and quickly.

· Perform all other appointment coordinator selling duties as required.

GENERAL RESPONSIBILITIES:

· Professional code of conduct at all times.

· Ability to work well under pressure.

· Proven track record of meeting and exceeding goals.

· Demonstrate the ability to interact effectively with dealer personnel at all levels.

· Maintain strict confidentiality of customer information as well as dealership processes.

· Must possess strong organizational skills, time management skills, and the ability to multi-task.

QUALIFICATIONS:

· High School Diploma or equivalent.

· Excellent customer service and communication abilities.

· Proficient with computers, emails, smart phones and the web along with demonstrating familiarity with typical office systems.

· Ability to read and comprehend instructions and information.

· Previous experience and success in customer service, sales, call center, telemarketing or automotive business development center preferred.

· Skilled at building positive relationships over the phone or via email.

· Professional personal appearance.

· Willing to work 40-hour work-week Monday-Friday, including possible evening and Saturday hours.

PHYSICAL REQUIREMENTS:

· The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

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

· While performing the duties of this job, the Appointment Coordinator is required to sit at his/her desk for long periods of time, answer incoming calls, make outbound calls, and have professionalism with customers.

· The employee is frequently required to walk, sit and talk or hear. The employee must occasionally lift and/or move up to 10 pounds, and occasionally lift weights up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Work Location: In person

Salary : $59,060 - $88,029