Appointment Coordinator/Customer Agent Specialist

The Appointment Coordinator/Customer Agent Specialist is responsible for answering inbound calls for the Lincoln, service and parts departments, responding to customer emails, and working in conjunction with the Lincoln, Ford and Parts teams to provide a superior customer experience.

The Appointment Coordinator/Customer Agent Specialist has exceptional communication skills and is able to be build customer trust. He or she has superb phone etiquette and customers are happy to talk with them. When responding to email requests, the Appointment Coordinator/Customer Agent Specialist is prompt, courteous and informative.

The Appointment Coordinator/Customer Agent Specialist reminds customers of required service appointments, reschedules no shows and promotes dealership campaigns and special events.

Job Details

· Greets customers in a friendly and courteous manner;

· Demonstrates tact and diplomacy when dealing with customer complaints;

· Listens to customer needs and takes appropriate action;

· Gives customers his or her full and undivided attention;

· Keeps detailed records of all interactions with customers;

· Handles all customer queries and concerns with a genuine interest in resolving issues;

· Makes reminder calls for service appointments;

· Responds to emails in a timely manner;

· Updates CRM after every contact with a customer; verifies all information in PBS system;

· Ability to follow standard operating procedures;

· Maintains a positive attitude in a high-stress environment;

· Able to work independently and in a team;

· Presents a polished and professional image;

· Invested in increasing and improving skills;

· Stays up-to-date on dealership training programs

· Is knowledgeable about features, specials and updates and offers these to customers;

· Actively maintains the cleanliness of personal and team workspaces;

· Provides backup support to Service Advisors during leaves and lunch breaks; and

· Stays up-to-date on all health and safety related training.

Specific Skills

· Strong product knowledge

· Excellent time management skills

· Effective written communication skills

· Excellent interpersonal skills with an engaging and upbeat attitude.

· Excellent verbal communication.

· Organized and an attention to detail

· Ability to work in a team environment to achieve common goals

· Flexible and open to change; initiative to take on special tasks when needed

· Ability to solve difficult or complex problems

· Ability to plan and prioritize multiple tasks at one time

Education & Experience

· High school diploma or the equivalent

· Strong product knowledge

· Ideally two (2) years minimum experience in a similar role

· PBS system Knowledge an asset

· Microsoft Office (Word, Excel, Outlook)

We thank all applicants in advance for their interest; however, only those candidates selected for an interview will be contacted.

Accommodations are available upon request for candidates taking part in all aspects of the selection process.

Job Types: Full-time, Permanent

Salary: $21.00-$24.00 per hour

Benefits:

• Casual dress
• Company events
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match

Schedule:

• Day shift
• Monday to Friday

Education:

• AEC / DEP or Skilled Trade Certificate (required)

Experience:

• customer service: 1 year (required)

Work Location: In person