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Business Development Service Scheduler

Company: Terre Haute Chevrolet
Location: Terre Haute
Posted on: March 16, 2020

Job Description:

This is an individual contributor position that is responsible for promptly and professionally assisting customers with coordinating automotive service appointments or locating the proper personnel to assist them.? Ensures the processing and submission of warranty claims.? Places follow-up inquiries with recent customers for feedback and to ensure customer satisfaction with their recent service appointments.? Ensures that Business Development Center (BDC) goals are achieved on a monthly basis.

Job Requirements:

Process Incoming Service Appointment Requests:

????????? Promptly and professionally assist customers contacting the BDC for service appointments.

????????? Follow the requirements of the Romain Selling Process to schedule appointments. When setting the appointment, verify the customer?s name, address, telephone numbers (home, work and/or cell), and information on the vehicle to be serviced such as year, make, and model vehicle year, as well as the type(s) of service that needs to be completed during the service appointment.?

????????? Enter the appointment into the designated software system(s).

????????? Follow company guidelines and scripts for answering the phone, setting appointments, following-up, etc.? The Service Scheduler will take appointment calls, estimation calls, open recall calls, overflow for updates, etc.? Most technical calls and status calls should be transferred to the appropriate Assistant Service Manager.

?

Perform Outgoing Service Calls:

????????? Perform outgoing calls, following the priority call list.? Utilize company scripts for professional and productive calls.

????????? Perform warranty and service follow-up calls within 24-48 hours after service has been completed, with the purpose of ensuring that the customer is completely satisfied with the service they received during their last service appointment.

????????? Educate customers about the dealership experience survey they may be receiving from the manufacturer of their vehicle.? Advise that if the customer cannot answer as ?completely satisfied? to any of the questions on the survey, to share their concerns with us so that we can address those concerns.? Follow up to ensure that customer contact is completed.

????????? Perform customer calls regarding Special Order Parts (SOP), which should be conducted the same day that the part is delivered to the dealership. ?Advise customers of their part?s arrival and attempt to schedule service for the part?s installation.

????????? Perform calls on the Open Campaign List for recall issues.? Verify that the recall service has not yet been completed on the vehicle by checking the vehicle history.

????????? Perform service confirmation calls the business day prior to the scheduled appointment to confirm with the customer the service appointment date, time, and other relevant details.

????????? Perform customer missed appointments calls on the business day following a customer?s missed appointment, attempting to reschedule the appointment.

????????? Utilize the company?s Customer Relationship Management (CRM) software to document customer information, complete to-do?s, insert notes, set appointment reminders, etc.

?

Quality & Continuous Improvement:

????????? Personally commit to quality in all aspects of work.

????????? Participate in and promote the established Quality Improvement Process (QIP) for continuous improvement.?

????????? Participate on teams to research, measure and correct problems and to strive for process improvement.

????????? Communicate and exemplify the Company?s Mission Statement, Vision Statement, Values, and Philosophy.

????????? Attend at least ten (10) hours of training annually to continue development of work-related skills.

Keywords: Terre Haute Chevrolet, Terre Haute , Business Development Service Scheduler, Other , Terre Haute, Indiana

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