Position Summary

The Appointment Coordinator is responsible for providing exceptional customer service by utilizing skills to set appointments with customers either through telephone, in-person or by e-mail. The appointment coordinator would ensure they confirm appointments and follow up/reschedule missed appointments. This position is responsible for answering customer enquiries, discussing pricing and availability.

Position Duties and Responsibilities

• Basic client services – answering product questions, discussing pricing & availability.
• Attending to all incoming service inquiries from customers promptly and professionally.
• Navigate through multiple computer applications, answer questions in an appropriate and standardized manner. Ensuring they are solutions focused and provide a personal touch in all customer contacts.
• Make outbound and customer satisfaction calls to ensure that customers are happy with the service they received at the dealership.
• Gather accurate customer information to log and create a database for continual follow up and customer retention.
• Respond quickly to customer emails and internet leads through online scheduling.
• Schedule service appointments and reschedule missed appointments.
• Work with all departments in the dealership, chart and monitors daily activities.
• Capable of projecting a positive image with every communication.
• Assist with reception duties as required, including shift coverage when necessary.
• Perform other administrative duties, as assigned.
• This position is on a 3 month contract and will be reassessed near the contract termination date.

SUPERVISORY RESPONSIBILITES

This position may be required to train and coach others on the tasks associated with the appointment coordinator role.

SUPERVISION RECEIVED

The employee receives clear job expectations, appraisal of job contributions, and coordination of daily work activities and assigned work and inspection of completed work as required. This position is managed by objective and receives minimal daily supervision, the incumbent is expected to manage their time accordingly. The incumbent also receives mentoring, coaching, and training if required from the Service Manager.

SCOPE FOR INDEPENDENT ACTION

The incumbent must refer to the immediate supervisor on:

• Any matter that requires approval, review, or modification in respect of coordinating activities.
• Process Improvement plans or flow of information.

The incumbent can take initiatives on:

• Any tasks relating to liaising and communicating with customers to build positive working relationship with customers for repeat business excluding financial decisions.

MACHINES AND EQUIPMENT

• All standard office equipment.

OTHER COMMENTS

In performing the position duties and responsibilities, the Incumbent may be faced with the following demands:

• Physical Demands: The position exposes the Appointment Coordinator to physical hazards from sitting for long periods at a desk and computer and can involve evening and weekend work hours.
• Mental Demands: While performing the duties of this position, the employee will be regularly required to use written and oral communication skills; strong organizational skills with exceptional attention to detail and follow-up; friendly phone skills demonstrates a solid work ethic and exhibits professional behaviours at all times. This position deals with a customer base that may be experiencing frustration and may be exposed to emotional responses and difficult clients.

CERTIFICATIONS/SKILLS REQUIRED

• High School Diploma (or Equivalent) or working towards High School Diploma.
• Experience in customer service would be an asset.
• Adaptable to work evening and weekend shifts as scheduled.
• Excellent interpersonal skills with a positive and engaging attitude.
• Excellent customer service skills including superb telephone demeanor with active listening
• Organized with an attention to detail and strong ability to prioritize
• Flexible and open to change; initiative to take on special tasks as needed
• Ability to manage customer complaints and to solve difficult or complex problems
• Holds a valid driver’s license
• Basic computer skills
• Must be proficient with Excel and other Microsoft Office programs