Service Business Development Coordinator

Job Summary

The Service Business Development Coordinator is responsible for professional scheduling of all appointments and making outbound calls for the service department in a manner that promotes smooth flow of appointments through the service department by scheduling work to maximize customer convenience.

Essential Duties and Responsibilities

• Answers incoming calls to provide information, schedule appointments and receive customer and vehicle information.
• Refers customers who have questions about the work performed and additional maintenance or repairs made to the Service Writer or other appropriate individual.
• Handles customer complaints with integrity and poise and, when necessary, refers dissatisfied customers to the appropriate individuals for resolution.
• Provides accurate cost and time estimates for needed maintenance and repairs.
• Answers and responds to service requests, scheduling customers as needed.
• Performs service follow-up calls assigned by the Fixed Operations Manager and General Manager and verifies the service visit and repair were satisfactory.
• Takes care of any problems that there may have been and asks for a completely satisfied Customer Satisfaction Index (CSI) survey score.
• Contacts customers when their special-order parts arrive and makes an appointment with service scheduler.
• Makes recommendations to customers on maintenance needs based on time and mileage of customer vehicle.
• Contacts customers to remind them of missed service appointments and reschedules them.
• Contacts customers about outstanding service needs and attempts to schedule for service.
• Makes the introduction to service calls as assigned by the Fixed Operations Manager and General Manager to remind customers of their first service and to make the appointment.
• Contacts customers about declined services and special offers that may be applicable.

Qualifications

• English/Spanish bilingual ability is a highly preferred skill for the position.
• Must have a strong customer service background.
• Previous sales and/or marketing experience is a plus.
• Must have strong phone skills.
• Must have excellent verbal and written communication skills.
• Must possess strong organizational and time management skills.
• Must possess strong computer skills specifically in Microsoft Outlook and Excel and in navigating through websites.
• Must be able to operate multiple software programs at once.
• Must be able to communicate well with others and follow directions.

What We Offer – Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Supplemental Benefit Insurance, including Life Insurance, Short- and Long-Term Disability Insurance, Accident Insurance and more!
• 401(K) Retirement Plan
• Paid Time Off
• Paid Holidays
• Employee Discounts
• Employee Referral Program
• Continued training through the Company and our manufacturer

Job Location

Hazleton, PA