Service Scheduler (Part-Time)

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) departmental  goals are achieved on a monthly basis.

The minimum expected regular hours for this position are Mondays, Wednesdays, and Thursdays from 4:00pm - 7:00pm CT AND Saturdays from 1:00pm - 6:00pm CT.

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 the 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).
• 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.
• Take appointment calls, estimation calls, open recall calls, and overflow for updates, etc.  Most technical calls and status calls should be transferred to the appropriate Assistant Service Manager (ASM).

General

• Ensure prompt and regular attendance.
• Perform other appropriate duties as may be assigned by Management.
• Travel as business needs may require.

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.

Education:

• High school diploma/equivalent is minimally required.

Experience:

• Prior professional work experience managing multi-line phone systems is preferred.

Other Knowledge, Skills, Abilities & Competencies:

• Strong customer service orientation.
• Strong attention to detail skills.
• Strong verbal, written, and active listening skills.
• Maintain a professional, well-groomed personal appearance.
• Demonstrate an outgoing personality with a courteous and professional presence.
• 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 Microsoft Office.
• 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.

This does not necessarily list all responsibilities, duties, requirements, or efforts associated with the job.  While this list is intended to be an accurate reflection of the job, the company reserves the right to review and modify as circumstances or business needs require.