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Service Coordinator in Newport Beach, CA at Fletcher Jones

Date Posted: 11/17/2018

Job Snapshot

Job Description

Fletcher Jones Management West is in search of candidates that not only seek a career with stability and growth, but also value the opportunity to gain a foundation of exceptional customer service that no other organization can parallel.  Our superior standards will provide you the skills needed to start your career in the right direction.

The Service Coordinator (SC) focuses on increasing the service traffic of the dealer by receiving inbound service calls and making outbound service calls which produce solid and specific appointments for the service department. The Service Coordinator acts as the essential communications link between the guest and the dealership.  The Service Coordinator must be a friendly, patient, enthusiastic, and a self-motivated team player with outstanding communication skills, a positive attitude, and an excellent work ethic.

  • Ensuring that all calls presented are answered promptly and professionally
  • Following the BDC scripts and guidelines on all inbound and outbound calls
  • Using the various PowerTracksÔ at the appropriate stages of all service calls
  • Acquiring a complete knowledge of product information related to the makes and models of the Brands represented by the Centralized BDC
  • Developing proficiency with all features of       the dealer and BDC CRM software
  • Ensuring that all information entered into BDC software is consistent and accurate
  • Ensuring that the appointments are set consistent with policy/evenly distributed and set for the appropriate dealer
  • Maintaining a current knowledge of coupons, direct mail pieces, and all service menu pricing of the dealer
  • Maintaining a current knowledge of schedules and personnel for the appropriate dealer
  • Ensuring that the appropriate phone line is used for the appropriate dealer along with signature lines on emails
  • Developing a thorough understanding of and demonstrating adherence to Centralized BDC and Dealer policies and procedures
  • Consistently maintaining daily, weekly, and monthly goals which correspond to the objectives of the dealer and your individual performance
  • Consistently meeting the guidelines set for average call time, log in time and talk time
  • Ensuring that all outbound calls such as (not limited to) SOP, No Show, Confirmations, CSI and Campaign calls are made in a timely and effective manner
  • Maintaining the essential communication link between the client and participating dealers
  • Ensuring that all communication is reached to and from the client and to and from the dealer
  • Demonstrating the ability to interact effectively with dealer personnel at all levels
  • Maintaining a professional code of conduct at all times

Job Requirements

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.  Will be trained on computer systems.  Ability to work well with customers.

 

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.  Ability to communicate customers' interests, needs, and request to management and sales personnel.

 

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.

Will perform most of shift at a desk in an office setting.  Professional personal appearance.