The Role
Schedules and coordinates automotive service appointments, confirms customer and vehicle information, manages reminders and follow-ups, and maintains accurate DMS records. Coordinates technicians, parts, loaner vehicles, and shuttle services to support efficient service department operations. Greets customers, addresses concerns, answers service inquiries, and directs customers to appropriate staff. Collaborates with service advisors, technicians, and parts personnel to manage workflow and deliver a positive customer experience.
Summary Generated by Built In
- Receive and schedule service appointments for customers via phone, email, and in-person requests. Ensure appointments are scheduled in a timely manner and that the service department’s daily workflow is efficiently managed.
- Communicate with customers to confirm service appointments, gather relevant vehicle and service information, and address any specific concerns or needs. Provide reminders for upcoming appointments and follow-up with customers post-service.
- Ensure that all necessary parts, technicians, and resources are available for scheduled services. Communicate with service advisors and technicians to confirm the necessary preparations for each vehicle and service.
- Greet customers when they arrive for their appointments, verify their service needs, and direct them to the appropriate service advisor or technician. Confirm vehicle issues and ensure that customers’ concerns are addressed promptly.
- Accurately enter customer and vehicle information into the dealership management system (DMS). Maintain detailed records of service history, special requests, and any other pertinent customer data.
- Manage the flow of vehicles through the service department by scheduling appointments effectively, considering technician availability, parts requirements, and time constraints. Adjust schedules as necessary to accommodate changes or delays.
- Send appointment confirmations and reminders to customers via phone, text, or email. Maintain a follow-up schedule for appointment confirmations and ensure high levels of customer retention.
- Answer incoming calls and respond to inquiries regarding service offerings, available appointment times, pricing, and vehicle maintenance needs. Provide exceptional service to both new and returning customers.
- Assist customers with specific service requests, such as loaner vehicles, shuttle services, or special scheduling needs. Coordinate these services with the service manager or service advisors.
- Maintain accurate records of customer appointments, cancellations, reschedules, and any service-related communications. Ensure that all data is up to date and accessible for reference.
- Contact customers after their service is completed to ensure satisfaction, discuss any additional needs, and confirm the quality of the service performed.
- Work closely with the service department, including service advisors, technicians, and parts staff, to ensure smooth daily operations and efficient appointment management. Provide feedback to improve overall department performance.
- And any additional tasks assigned by management
- Training will be provided for candidates with a strong desire to learn.
- Exceptional communication skills with the ability to interact professionally with customers and team members. A customer-first attitude is essential for success in this role.
- Strong attention to detail, with the ability to manage multiple tasks, appointments, and customer requests at once. Ability to prioritize and adapt in a fast-paced environment.
- Comfort with using computer systems, dealership management software (e.g., CDK, Reynolds & Reynolds), and scheduling tools. Basic knowledge of automotive terminology is a plus.
- Clear, concise communication skills both verbally and in writing. Ability to communicate technical information to customers in a way they can understand.
- Ability to efficiently manage time and schedules, ensuring that the service department operates smoothly and customer expectations are met.
- Ability to identify issues with appointments or schedules and find practical solutions quickly. Strong decision-making skills and the ability to handle customer concerns with professionalism.
- Must work well within a team environment, collaborating effectively with service advisors, technicians, and other department staff.
Skills Required
- Exceptional verbal and written communication skills
- Customer-first attitude and professional customer service skills
- Strong attention to detail and ability to manage multiple appointments and requests
- Ability to prioritize and adapt in a fast-paced environment
- Comfort using computer systems, dealership management software, and scheduling tools
- Basic automotive terminology knowledge
- Ability to communicate technical information clearly to customers
- Ability to efficiently manage time and schedules
- Strong problem-solving and decision-making skills
- Ability to handle customer concerns professionally
- Ability to collaborate effectively within a team environment
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The Company
What We Do
Lewis Management Inc. operates the Lewis Automotive Group, a family-owned dealership business serving Fayetteville, Farmington, and Springdale, Arkansas, and the wider Northwest Arkansas community. Through Lewis Ford and Lewis Chrysler Dodge Jeep Ram, the company sells and services new and used vehicles, provides manufacturer-branded repair and maintenance, and supports customers with trained, certified automotive professionals. Its operations also include collision-related and dedicated service departments.
