Service Coordinator

SUMMARY/OBJECTIVE:
The Service Coordinator is responsible to advise customers on the available parts and service options when their vehicles need repairs, develop extensive product knowledge, and provide great customer service to customers. Service Coordinator responds to any issues that occur during delivery of services and work toward resolution of any issues.

ESSENTIAL FUNCTIONS:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Call Center:

• Attends to all inbound and outbound calls for both Honda and HQ Location.
• When unable to reach respective personnel, take a message with customer name, contact number, and reason for a return call via applicable communication channel (i.e. Output Messenger or WhatsApp).
• Updates daily call log to reference customer information and reason for calling.

Service:

• Assists Parts and Service with scheduling customers.
• Contacts customers for feedback on service performed on vehicles and log each one for Fixed Operations (Fixed Ops) team review.
• Be able to answer general questions on Dealership policies, such as hours of operations, shuttle options, etc.
• Sends emails to Service for both commendations and areas for improvement.
• Prepares weekly online customer feedback extracted from Dealer Socket to be forwarded to Fix Ops management.
• Applies 10% discount to customer’s account in CDK who have completed online survey.
• Help Service Advisors at the front in assisting the customers.

Recall:

• Conducts research for assigned RECALL list.
• Communicates with customer(s) affected and notify the open recall(s).
• Coordinates with Parts Department for parts availability.
• Schedules appointment with customer once parts are available.
• Assists customers in checking the status of their vehicle.
• Updates warranty registry.

Other:

• Monitor Triple J online communications and route customers to proper departments.
• Prepares Top Gun Report (assigned to a designated employee).
• Prepares and sends satisfaction survey report (HACE) to Honda every Monday via email.
• Assists with special projects and other duties as assigned by management.

WORK ENVIRONMENT:
Work is regularly performed in a combination of office and shop environments and is regularly exposed to dust, odors, oil, fumes, noise, heat, and outdoor elements.

PHYSICAL DEMANDS:
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to handle or feel; and reach with hands and arms. Must be able to lift/carry at least 20 lbs.

OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

SKILLS & QUALIFICAITIONS:
1. Able to anticipate and understand customer’s needs and provide viable solutions.

2. Excellent customer service, interpersonal and communication expertise.

3. Strong organizational, decision-making and problem-solving skills

4. General Knowledge of Excel, Email, Word and other common computer applications.

EDUCATION & EXPERIENCE:
1. High School Diploma or GED - additional on the job training usually necessary.
2. Minimum of one year office administration experience.
3. One to two years of sales experience.
4. Dealership experience and sales experience is a plus.

POSITION TYPE:
This is a full-time, exempt position. Standard days and hours of work are Monday – Friday 7:30 a.m. – 5:30 p.m. and Saturday from 8:00 a.m. to 5:00 p.m. Must be able to work 8 hours a day and will be given a regular day off.

BENEFITS:
Offered based on eligibility:

• 401(k) with employer match
• Medical, dental, and vision insurance
• Voluntary life insurance
• Paid time off
• Employee and gas discounts
• On-the-job training