Service Scheduler (Full Time)

PURPOSE OF JOB:

This is an individual contributor position that is responsible for taking incoming calls promptly and professionally and for assisting customers with coordinating automotive service appointments or locating the proper personnel to assist them. Ensures that Business Development Center (BDC) goals are achieved on a monthly basis.

Schedule will normally be the following but is subject to change:

• Monday 10am-7pm
• Tuesday 11am-7pm
• Wednesday 11am-7pm
• Thursday - OFF
• Friday 10am-7pm
• Saturday 8am-6pm

JOB DUTIES:

Process Incoming Service Appointment Requests:

• Promptly and professionally assist customers contacting the BDC for service appointments.
• Follow the requirements of the Romain Service Process to schedule appointments. When setting the appointment, verify the customers name, address, telephone numbers (home, work and/or cell), e-mail address and information on the vehicle to be serviced such as year, make, and model vehicle year, as well as the type(s) of service that needs to be completed during the service appointment. Also checks Vehicle Identification Numbers (VINs) for open recalls in the designated software system(s).
• Promptly and accurately enter appointments into the designated software system(s).
• Follow company guidelines and scripts for answering the phone, setting appointments, follow-ups, etc.
• The Service Scheduler will take appointment calls, estimation calls, open recall calls, overflow for updates, etc. Most technical calls and status calls should be transferred to the appropriate Assistant Service Manager (ASM).

Perform Outgoing Service Calls:

• Perform outgoing calls, following the priority call list. Utilize company scripts for professional and productive calls.
• Perform warranty and service follow-up calls within 24-48 hours after service has been completed, with the purpose of ensuring that the customer is completely satisfied with the service they received during their last service appointment.
• Educate customers about the dealership experience survey they may be receiving from the manufacturer of their vehicle. Advise that if the customer cannot answer as completely satisfied to any of the questions on the survey, to share their concerns with us so that we can address those concerns. Follow up to ensure that customer contact is completed.
• Perform General Motors OnStar notifications, which should be contacted via telephone and e-mail in the mornings as they come through the Customer Relationship Management (CRM) software. Advise customers on services that need to be completed and attempt to schedule a service appointment.
• Perform customer calls regarding Special Order Parts (SOP), which should be conducted the same day that the part is delivered to the dealership. Advise customers of their parts arrival and attempt to schedule service for the parts installation. Use 30-day follow-up guidelines and record all notes and completed to-dos in Customer Relationship Management (CRM) software.
• Perform calls on open Campaign list from General Motors and Subaru. Verify that the recall service has not yet been completed on the vehicle by checking the vehicle history in the appropriate manufacturers software.
• Utilize the company's Customer Relationship Management (CRM) software to document customer information, complete to-dos, insert notes, set appointment reminders, etc.

General:

• Attend and participate in regularly scheduled sales and company meetings.
• Attend specialized training meetings as required by management and/or the manufacturers.
• Maintain work areas in a clean, neat, safe, and orderly fashion.
• Support company rules, policies, procedures, and initiatives.
• Generate and execute on business plans and goals at least annually.
• Ensure prompt and regular attendance.
• Perform other appropriate duties as may be assigned by Management.
• Travel as business needs may require.

Quality & Continuous Improvement

• Personally commit to quality in all aspects of work.
• Provide World Class Customer Service for internal and external customers.
• Participate in and promote the established Quality Improvement Process (QIP) for continuous improvement.
• Participate on teams to research, measure, and correct problems and to strive for process improvement.
• Communicate and exemplify the Company's Mission Statement, Vision Statement, Values, and Philosophy.
• Full-time employees must attend at least ten (10) credit hours of training each calendar year to continue development of work-related skills.

Full-Time Employee Benefit Options Include:

• Health, Dental, & Vision Insurance
• 401(k) Retirement Savings Plan with Company Match, including Roth option
• Flexible Spending Accounts and/or Health Savings Accounts, including potential for company contributions based on annual health risk assessments
• Life and Accidental Death & Dismemberment Insurance
• Short- and Long-Term Disability Insurance
• Supplemental Voluntary Insurance Policies with options for Critical Illness, Hospital Indemnity, and Accidents
• Paid Time Off for Vacation, Sick, and Holidays
• Employee Assistance Program

This does not necessarily list all responsibilities, duties, requirements or efforts associated with the job. While this list is intended to be an accurate reflection of the job, the company reserves the right to review and modify as circumstances or business needs require.

Education:

• High school diploma/equivalent is minimally required.

Experience:

• Prior experience handling a multi-line phone system is preferred.
• Prior experience with representing a professional business (both in person and by phone/email/communications) to large corporations as well as individual customers is preferred.

Other Knowledge, Skills, Abilities & Competencies:

• Maintain a professional, well-groomed personal appearance.
• Demonstrate an outgoing personality with a courteous and professional presence.
• Strong customer service orientation.
• Strong attention to detail skills.
• Strong verbal, written, and active listening skills.
• Ability to multitask in a fast-paced business environment and adjust to competing priorities.
• Strong organization skills.
• Ability to maintain confidentiality.
• Strong interpersonal abilities to deal effectively with customers and business contacts at all levels.
• Strong computer skills, including proficiency with databases and with Microsoft Office applications, including Outlook, Word, and Excel.
• Ability to work independently, without constant supervision.
• Possess a working knowledge of basic office equipment, such as printers, copiers, faxes, scanners.
• Must possess and continuously maintain a valid drivers license with an acceptable driving record.