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Hutchinson Kia of Macon
BDC Customer Service CoordinatorHutchinson Kia of Macon • Macon, GA, US
BDC Customer Service Coordinator

BDC Customer Service Coordinator

Hutchinson Kia of Macon • Macon, GA, US
9 days ago
Job type
  • Full-time
Job description

Customer Service Coordinator is an individual, who handles inbound/outbound calls for the service departments. The CSC schedules service appointments, general maintenance, diagnostics, and recalls/campaigns/ warranty extension appointments. The CSC performs outbound appointment setting calls for “No Show appointments, We-Owes, maintenance appointments and additional outbound calls as requested by management. A CSC associate participates in monthly outbound calls as they pertain to various campaigns.

Duties and Responsibilities

  • Interact with customers, providing information and answering inquiries about products, status updates, pricing and services.
  • Make appointments for Incoming and Outgoing calls.
  • Taking service inquiry calls from customers and when needed dispatch to the appropriate ASM or Manager.
  • Thoroughly and promptly answering the questions of customers regarding the organizations’ products/services and its operation or maintenance.
  • Handling and resolving customer complaints, or special orders via email or phone.
  • Investigating and correcting errors in customer records in the CDK Service Scheduling system.
  • Entering customer information accurately and in a timely fashion.
  • Properly researching customer vehicle records/history in the appropriate automotive site to ensure timely appointments for recalls/campaigns.
  • Coordinating customers’ service requirements with other appropriate departments as necessary to ensure effective customer service.
  • Referring complaints of service or product failure or errors to appropriate personnel for investigation using complaint resolution forms.
  • Communicating solutions, successes, and opportunities to the manager of customer service.
  • Master the phone scripts provided to assure proper communication between customer and applicable personnel within the dealership
  • The ability to meet and exceed the goals set forth by management on a daily basis.
    • Associate must maintain a minimum of SET Standard on “Ease of Appointment”.
    • Average length of a call: under 3:00 minutes
    • Appointment show percentage must be at 93% or higher
    • Appointment Show must be at a minimum of 400 appointments per month
    • Maintain a minimum average of 110 calls per day
    • Log all calls thoroughly and accurately as directed by management

Skills and Specifications

  • Excellent phone skills
  • Calmness under pressure and maintain records in timely and accurate mode.
  • Good decision-making, communication, and articulate in a professional manner at all times.
  • Ability to encourage and motivate people with a responsible positive attitude.
  • Strong interest in helping and working with all customers.
  • The ability to handle escalated customer calls with the appearance of ease and professionalism
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BDC Customer Service Coordinator • Macon, GA, US

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