Service Appointment Coordinator

Join the dynamic and growing automotive team at Marietta Toyota, a reputable family-owned and operated Toyota dealership since 1975. We are currently hiring qualified and flexible candidates to join our team. Located at 750 Cobb Parkway South in Marietta, Georgia, Marietta Toyota offers an exciting opportunity to develop your career in the automotive industry.

The Service Coordinator job role is an IN-PERSON (ON SITE) Job role located in a CALL CENTER ENVIRONMENT at Marietta Toyota Service Center.

Duties:
- Make outbound calls to customers to schedule appointments
- Provide excellent phone etiquette and customer service
- Accurately enter customer information and appointment details into the system
- Communicate effectively in both English and Spanish (multilingual)
- Assist with upselling opportunities
- Analyze customer needs and recommend appropriate services

Experience:
- Previous experience in a customer service or call center role is preferred
- Strong communication skills in both English and Spanish
- Proficient in data entry and computer skills
- Ability to multitask and prioritize tasks effectively

We are looking for an Service Appointment Coordinator who can effectively communicate with customers, provide exceptional service, and assist with scheduling appointments. The ideal candidate will have strong phone etiquette, be fluent in both English and Spanish, and have experience in a customer service or call center role. If you have excellent communication skills, enjoy interacting with customers, and have the ability to analyze customer needs, we would love to hear from you. Join our team today!

The Service Coordinator (SC) is a specialized, highly trained & skilled member of the Service Client Care Center. The Service Coordinator handles inbound service reservation calls, confirms service reservations, performs outbound follow-up calls for due, overdue service clients; Special Order Parts (SOP) notifications; “we owes” scheduling calls and any additional outbound calls requested by management.

The SC must possess outstanding communication skills, a cheerful and enthusiastic disposition, and the ability to speak articulately. In addition, the SC must display great work ethics, project a “can do” attitude in the face of change, enjoy conducting outbound telephone calls with enthusiasm and support the goals and vision of the team.

To complete Service Mastery certification training, the Service Coordinator must pass certification testing with a minimum score of 85%. Service Coordinators must attend 100% of the certification training, which is four consecutive days. During the first 6 weeks of training, a Service Coordinator must not miss more than 1 day for any reason.

The Service Coordinator will report directly to the Client Care Manager
Primary Job Responsibilities:

• Promptly and professionally answer inbound calls with the goal of providing an exceptional client experience resulting in a scheduled reservation with service team.
• Master and follow all training materials including inbound service call guides and Strategic Responses (word tracks) in order to accurately answer all guest’s questions.
• Keep current with service specials, all direct mail pieces, and recall notices from the manufacturer.
• Using the Blueprint Knowledge Drive to search for answer(s) to guest’s questions prior to transferring the phone call to a Service Advisor.
• The ability to work flexible hours, to include Monday - Saturday from 6:30 AM to 7 PM. Every other Saturday attendance is REQUIRED.
• Being punctual to work and when returning from lunch and break with a full adherence to set schedule.
• Following the “Client Care Center Policies and Procedures” manual.

Requirements:

• Mastering all training materials provided in the Service Mastery Certification training provided by Blueprint, Inc. which includes but is not limited to specific call guide strategies, word tracks pertaining to overcoming specific client questions and objections.
• Proficient operational software techniques for DMS, Service CRM and any additional dealer-specific software.
• Having the aptitude & desire to develop a solid understanding of product information related to all brands, vehicles and all maintenance/repair services provided by the service department(s) included with this group.
• Willingness to develop an understanding and adhering to Client Care Center “Policies and Procedures Manual”
• The ability to meet or exceed all Key Performance Indicators that are specific to the following:
• Average number of calls handled per day:
• From launch date to 90 days in position: 120 calls handled per day (average)
• 91 – 180 days in position: 130 calls handled per day (average)
• 181 days in position: 140 calls handled per day (average)
• Average length of call: Under 3:00 minutes
• Appointment “show percentage”: 88% or greater
• Number of “appointments created”: within 10% of the group average
• Number of “appointments completed”: within 10% of the group average
• A “CALLRATER” score of 90.0 or greater after 30 days / 90.0 score after 90 days
• Failure to meet the minimum monthly KPIs can and will lead to disciplinary action, including termination

We are an equal opportunity employer and prohibit discrimination/harassment with 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

Pay: $14.00 - $15.50 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• 2 years
• 3 years
• No experience needed
• Under 1 year

Shift:

• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday
• Rotating weekends

Work setting:

• Call center
• In-person

Experience:

• Call center: 2 years (Required)

Language:

• Spanish (Required)

Work Location: In person