What are the responsibilities and job description for the Service Coordinator position at Woody Anderson Ford?
Our mission is simple: to create an uncommonly exceptional experience for guests' automotive needs and employees' long-term career goals. Woody Anderson Ford was founded in 1961 on the principles of integrity, accountability, and teamwork. We are a locally owned dealership with a family friendly culture.
What We Offer
Guest Experience & Communication
What We Offer
- $18/hour, full time
- Health Insurance with optional Vision and Dental Insurance
- Employer Provided Life Insurance
- 401(k) Savings Plan with Employer Match
- Closed on Sundays and Paid Company Holidays
- Paid Vacation and Paid Sick Leave
- Paid Training and Ongoing Professional Development
- Employee Discounts
- Work-Life Balance and Family-Friendly, Inclusive Team Culture
- Career Growth and Internal Promotions
Guest Experience & Communication
- Maintain a professional personal appearance and positive, empathetic demeanor
- Facilitate inbound and outbound service calls to ensure guest needs are met
- Provide clear, honest communication regarding vehicle status and scheduled appointments
- Return guest calls in a timely manner
- Listen actively to guest concerns and direct them to the appropriate Service Advisor or manager as needed
- Schedule service appointments for maintenance and repair work for all shops
- Confirm and accurately enter guest contact information and vehicle details into dealership systems
- Manage daily appointment schedules to align with dealership capacity standards
- Monitor over-booking and under-booking of service work, ensuring:
- No double-booking of advisors
- Adherence to dealership standards for labor hours booked per day
- Call guests scheduled for the next day to confirm appointments and planned work
- Contact and reschedule no-show appointments within one (1) hour of missed time
- Confirm appointments scheduled online by the customer, including website form submission
- Advise guests on proper vehicle care and the value of following manufacturer-recommended maintenance
- Inform guests of manufacturer specials and additional recommended services based on mileage intervals
- Maintain current knowledge of service products, maintenance menus, and manufacturer offerings
- Follow all guidelines outlined in the Service Coordinator Training Manual
- Complete Ford STARS training within three (3) months of hire
- Attend and successfully complete required training sessions and meetings
- Ensure guest private information and vehicle keys are stored securely
- Encourage waiting guests to utilize courtesy shuttle services when available
- Maintain a clean, neat, and organized work area
- Assist with daily cleaning schedules as assigned
- High school diploma or equivalent required
- Previous experience in customer service, call center, BDC, or service scheduling preferred
- Working knowledge of automobiles and manufacturer maintenance requirements preferred
- Strong verbal communication and listening skills
- Ability to manage multiple tasks in a fast-paced environment
- Strong organizational and time-management skills
- Ability to maintain professionalism and empathy in all guest interactions
- Punctual and reliable attendance
- Proficiency in dealership management systems and scheduling software preferred
- Ability to use computer systems, databases, and telecommunication tools
- Familiarity with Microsoft Office (Outlook, Word, Excel) preferred
Salary : $18