Fixed Operations Booking Service Co-ordinator/Business Development Consultant
Reports To
Fixed Operations Business Development Manager
Job Summary
The Booking Service Co-ordinator is, under the direction of the Business Development Manager , will primarily be responsible to schedule client service appointments, respond to customer inquiries, and educate clients regarding vehicle maintenance, and sets a proper expectation of what to expect from an incredible service visit to our dealerships, while maintaining all database and customer information. This position will ultimately be responsible for contributing to increased business in our service departments strategically targeted to meet and exceed departmental kpi’s and budgets as set out by the organization as well the respective brand OEM’s. This role is also detail and process oriented, as well as ever-changing to meet the requirements of our client base and organizational expectations. Learning and growing are continuous. A commitment to setting and achieving calling goals and targets is required. The Booking Services Co-ordinator must possess a friendly voice and a “can do” attitude and a driven commitment to customer satisfaction are required skills to succeed in this role. The ability to multi-task,be detail oriented, and possess an upbeat tone of voice at all times, is also a component to being competent in this role. A successful Booking Service Co-ordinator is able to enjoy a fast paced environment,and is also able to keep focused/motivated during the quiet times. Bookers should have a TEAM mindset, be great at follow up and are able to handle difficult situations without giving any promises that are not approved by the dealership..
Job Duties
- Scheduling is the primary responsibility. A properly scheduled service department will make a significant impact on advisors, technicians and produce happy repeat customers. This will allow the dealerships to meet, or exceed customer’s expectations and operate at a high efficiency level.
- Managing customer expectations. It is the responsibility of the service booker to ensure the customer is well-informed and knows exactly what to expect both in what their vehicle is scheduled in for and a general estimate of time.
- Maintenance Education is also the responsibility of the booking agent and all communication is one of the key performance measures. You are accountable for learning why each preventative maintenance is important to the life span of our customers’ vehicles and educating the customer correctly.
- Database Management. This is important to ensure the accuracy of the customer’s personal and vehicle information. It is critical to have accurate customer contact information both for you to do your job and to be able to reach out to market to the customer. Detailed personal notes are important when you and your fellow colleagues when you are in future contact with the customer. By entering notes about customer’s vacations, children, other personal info they disclose to you, provides a warm place to open a future conversation when contacting the customer. Customers will be amazed at your ability to remember the details, making them receptive to receiving your calls.
- Other duties as assigned
Expectations
- To develop and complete daily, monthly quarterly KPI’s specifically regarding call volume, contacted customers and booked appointments.
- Stay up to date with daily emails regarding all dealership service department requirements/booking parameters.
- Utilize proper scripting and verbiage outlined by the BDC Manager at all times when on the phone with customers.
- To follow and implement all booking procedures when booking a customer service appointment.
- Commitment to outbound calling
- Engage customers with outbound phone calls, email chats and text communications.
- Oustanding verbal and written communications
- Consultants work in a TEAM culture, interacting with dealerships service departments to ensure customer needs are met quickly.
- Be outgoing, persuasive and results driven in all customer communication.
- Consultants will constantly interact with various software programs correctly to complete daily calling and booking activities.
- Should be technically inclined in the areas of Microsoft office and excel.
- Speed, accuracy, and attention to detail are required skill.
- Excellent time management skill and the ability to prioritize creates the most success in the position.
- Being able to adapt to changing information and dealership parameters and daily calling workloads easily.
- Tracking daily calls, contacts and appointments for departmental Manager to easily see product and efficiency and level of contribution the service departments KPI’s.