Service Coordinator - Sunroad Automotive

Work Location: Service Client Engagement Center (CEC)

Reports To: Client Engagement Manager (CEM)

Description of Position:

The Service Coordinator (SC) is a non-exempt, on-site position and a specialized, highly trained & skilled member of the Service Client Care Center. The Service Coordinator handles inbound service reservation calls, confirms service reservations, performs outbound follow-up calls for due, overdue service clients; Special Order Parts (SOP) notifications; "we owes" scheduling calls and any additional outbound calls requested by management.

The SC must possess outstanding communication skills, a cheerful and enthusiastic disposition, and the ability to speak articulately in a manner that will be clearly understood by our customers. In addition, the SC must display great work ethic, project a "can do" attitude in the face of change, enjoy conducting outbound telephone calls with enthusiasm and support the goals and vision of the Client Engagement Center team. To complete ServiceMastery™ certification training, the Service Coordinator must pass certification testing with a minimum score of 85%. Service Coordinators must attend 100% of the certification training, which is four consecutive days.

Organizational Relationships:

The Service Coordinator will report directly to the Client Engagement Manager (CEM).

Primary Job Responsibilities:

• Promptly and professionally answer inbound calls with the goal of providing an exceptional client experience resulting in a scheduled reservation with the service team.
• Master and follow all training materials including inbound service call guides and Strategic Responses (word tracks) in order to accurately answer all guest's questions.
• Keep current with service specials, all direct mail pieces, and recall notices from the manufacturer.
• Using the Blueprint KnowledgeDrive™ to search for answer(s) to guest's questions prior to transferring the phone call to a Service Advisor.
• Being punctual to work and when departing and returning from lunch and breaks, with a full adherence to set schedule.
• Following the "Client Engagement Center Policies and Procedures" manual.

Requirements:

• The ability to work flexible hours during Service Department operating hours, to possibly include Saturdays.
• Mastering all training materials provided in the ServiceMastery™ Certification training provided by Blueprint, Inc. which includes, but is not limited to, specific call guide strategies, word tracks pertaining to overcoming specific client questions and objections.
• Proficient operational software techniques for DMS, Service CRM and any additional dealer-specific software.
• Having the aptitude & desire to develop a solid understanding of product information related to all brands, vehicles and all maintenance/repair services provided by the service department(s).

• Willingness to develop an understanding of and adhering to Client Engagement Center "Policies and Procedures" manual.

• The ability to meet or exceed all Key Performance Indicators that are specific to the following:
  • Average number of calls handled per day:
    • From launch date to 60 days in position: 100 calls handled per day (average)
    • 60 - 90 days in position: 110 calls handled per day (average)
    • 90+ days in position: 120 calls handled per day (average)
  • Average length of call:
  • Appointment "show percentage": 88% or greater
  • Number of "appointments created": within 10% of the top performing agent
  • Number of "appointments completed": within 10% of the top performing agent
  • A "CALLRATER" score of 85.0% or greater after 30 days / 90.0% score after 60 days

1. Failure to meet the minimum monthly KPIs can and will lead to disciplinary action, including termination.