Service Support Specialist

About the Role

At Crown Toyota of Ontario, the Service Support Specialist is the first voice most guests hear when they need service. This role is the connection between a guest's need and a scheduled appointment. The best person in this seat doesn't just answer calls—they build relationships, fill the drive, and make guests feel genuinely taken care of before they ever pull onto the lot.

Responsibilities

• Answer inbound service calls with warmth, professionalism, and a genuine hospitality-first approach—every caller deserves a great first impression.
• Schedule and manage service appointments—booking guests efficiently, confirming details, and ensuring the schedule supports shop capacity.
• Make proactive outbound calls to guests—reaching out for maintenance reminders, recall notifications, declined service follow-up, and satisfaction check-ins.
• Guide guests through service scheduling—understanding their needs, communicating wait times and availability accurately, and setting clear expectations.
• Maintain accurate records of customer contact activity and appointment status in the DMS.
• Coordinate with service advisors to communicate appointment details and any special guest needs ahead of arrival.
• Follow up on no-shows and reschedule missed appointments—keeping the drive full and guests connected to the store.
• Support the service team with additional guest communication tasks as needed.

Requirements

• Previous customer service, call center, BDC, or phone-based guest communication experience preferred.
• Automotive or dealership experience a plus—not required.
• Genuinely warm and professional phone presence—you represent the store in every conversation.
• Organized and accurate—appointment scheduling and customer records need to be right every time.
• Proactive follow-through—you don’t wait to be reminded to make the next call.
• Comfortable with scheduling software, DMS platforms, or CRM tools.
• Calm and composed when managing a high volume of calls and scheduling requests simultaneously.
• Valid driver’s license with a clean driving record.

Benefits

• Medical, dental, and vision insurance.
• Life insurance and supplemental coverage options.
• Paid time off and paid holidays.
• On-the-job training—we’ll set you up for success from day one.
• Career path—service support roles at Swickard develop into service advisor, BDC, and service management positions for motivated team members.
• Employee vehicle purchase and service discounts.
• A team culture where your communication skills and follow-through are genuinely valued.

Pay

$18/hr

Why Crown Toyota of Ontario

• Toyota is one of the most trusted and in-demand brands in the country—guests call us because they already believe in the brand, which means your job is about hospitality and scheduling, not selling.
• Ontario is a central hub in the Inland Empire with a high-volume, loyal Toyota guest base—consistent call volume and a store where relationships build over time.
• A guest-facing role where your voice and your follow-through directly impact how full the drive is and how guests feel about the store.
• Swickard is one of the fastest-growing dealer groups in the country—ranked Top 5 in North America for reputation in the automotive industry.
• Our HEART values—Honor, Engage, Anticipate, Respond, Thank—are exactly what this role looks like in practice.
• A supportive team environment where your reliability and care for the guest are recognized and rewarded.