Service Coordinator

The Service Coordinator role is an important part of maintaining service levels in the dealership Service department. This position is the main liaison between Service Advisors and the Shop. Some key responsibilities are:Appointment scheduling: Oversee the booking of service, repair, and maintenance appointments, often using a dealership's computer system to ensure Service Advisors are following all process and procedures.Customer communication: Serve as a first point of contact, handling inbound calls, confirming appointments, and providing updates on service status. They also respond to customer concerns and perform follow-up calls. This role is responsible for maintaining 100% tablet usage with guests.Workflow and resource management: Coordinate with Shop Foreman/Service Manager to assign technicians to jobs, monitor work orders, and ensure the parts department has the necessary parts and equipment are available for service technicians. Manage service porters to ensure they are effective and assigned tasks. Monitor check-in lane activities and ensure customers are greeted properly, give feedback to Service Advisors on improvement opportunities.Administrative support: Handle general office tasks, such as answering phones and responding to emails, and assist with coordination between sales and service teams. Monitor menu usage and sales % for service in collaboration with Fixed Ops Director and Service management team.Record keeping: Maintain accurate records of service requests, work orders, and customer interactions, as well as any coaching of Service Advisors.Loaner car coordination: In some cases, they are responsible for booking, confirming, and managing loaner vehicles for customers.Process improvement: Identify opportunities to improve the efficiency of the service department's processes. Hold morning huddle with Service Advisors to review goals for the day and week, recognize successes and opportunities, and information share to keep staff trained and informed.Skills and experienceOrganizational and multitasking: Ability to manage appointments, schedules, and multiple tasks efficiently in a fast-paced environment.Communication: Excellent verbal and written skills for interacting with customers, technicians, and other departments.Customer service: A customer-focused attitude with strong interpersonal skills to handle inquiries and issues professionally.Problem-solving: Capacity to resolve issues and adapt to changing situations.Attention to detail: Accuracy is crucial for scheduling, record-keeping, and billing.Technical skills: Proficiency in dealership management systems (DMS), CRM software, and standard office applications like Microsoft Office Suite.Prior experience: Previous experience in automotive service, sales, or administrative roles is often beneficial.Education and other qualificationsHigh school diploma or equivalent: This is typically the minimum educational requirement.Driver's license: A valid driver's license and a clean driving record are necessary.Background check: A pre-employment background check and drug screen are requirements.