Queenston Auto Group is centered around fostering a dynamic and collaborative work environment where teamwork, passion, innovation, results, and action are not just our core values but the driving force behind our over 55 years of success. What our employees do truly counts, and we empower them to contribute their unique skills and perspectives to make a meaningful impact. We provide a supportive and inclusive workplace where every team member is empowered to make a difference.

POSITION SUMMARY:

Reporting directly to the Service and Parts BDC Manager, the BDC Service Appointment Coordinator offers a variety of telephone customer contact and electronic administrative duties to support customers before, during, and after their service and parts experience. The role requires processing a great deal of information, summarizing and analyzing the information to recommend an action plan for the customer. The incumbent utilizes honed communication, organization, and administrative skills, and works independently and as part of the BDC department team to ensure customer satisfaction.

SKILLS:

• Ability to interact with customers with courtesy and efficiency
• Knowledge of current telephone techniques
• Knowledge of CDK Drive, DealerMine, Microsoft Office, as well as manufacturer-specific sites
• Customer-oriented and able to readily establish a rapport and trust with customers; must exceed customer expectations
• Have strong organizational skills and the ability to work independently
• Have a genuine concern about customer enthusiasm as evidenced by consistent follow-through with customers and staff in all departments.
• General knowledge of automotive systems
• Detail-orientated administrative processing
• Use customer escalation protocol for irate customers. Seek support as needed for resolution and customer satisfaction.
• Minimum high school, or equivalent level of education. Automotive courses or knowledge an asset.
• Greater than one year of related telephone customer service experience.

• Adhere to DealerMine customer cycle ensuring proper scripting is used, customer information is verified, and all steps are followed in recommending services and scheduling appointments.
• Generate post/email service reminders.
• Complete outgoing Service Reminder phone calls, missed appointment calls, and after-service CSI calls as per assigned schedule.
• Schedule all incoming service appointment calls
• Contact all SOR customers when their part/s have arrived and schedule an appointment
• Complete recall follow-up calls as required
• Ensure proper parts are ordered for appointments and recalls
• Proactively listen and respond to customer questions on the phone
• Proactively recommend vehicle service/maintenance and problem prevention with customers
• Ownership of customer satisfaction by expediting the repair and service of their vehicles within the specific timeframe committed to at an expected cost.
• Escalate to appropriate manager if you are unable to resolve customer complaint at first contact. Ensure if has been resolved and documented on DealerMine system.
• Responsible for assisting the BDC Manager in organizing the New Owner Car Clinics hosted by the dealership.
• Respond to all service inquiries in a reasonable timeframe utilizing 30 minutes as the Benchmark.
• Works with BDC teammates to ensure all daily tasks are completed and takes initiative when other employees are absent to ensure task coverage.