Customer Service Coordinator

The CSC is responsible for greeting customers, listening to their vehicle concerns, diagnosing issues, providing repair cost estimates, scheduling appointments, explaining necessary repairs to customers, and ensuring their satisfaction throughout the service process.

The CSC acts as the primary point of contact between customers and the Aftersales and Sales departments at the dealership, greeting customers, listening to their vehicle concerns, diagnosing issues, providing repair cost estimates, scheduling appointments, explaining necessary repairs to customers, and ensuring their satisfaction throughout the service process; essentially bridging the gap between the customer and the dealership by communicating vehicle problems and repair needs clearly while maintaining a high level of customer service.

Key Responsibilities

• Scheduling service appointments for customers (internal and external) and managing service schedules.
• Keeping customers informed about the status of their vehicle repairs and providing updates prior to visits and throughout the process.
• Keeps an up to date record of all outstanding customer topics (parts on order, open OEM topics, customers required to return for additional repairs/diagnosis, etc.)
• Greeting customers, listening to their concerns about their vehicle, and identifying required services.
• Works with team members and other departments to achieve strategic objectives aimed at maintaining high levels of customer satisfaction
• Performing a visual inspection of the vehicle to identify potential issues and confirm customer concerns.
• Preparing detailed repair orders outlining necessary repairs, estimated costs, parts needed, and labor time.
• Providing accurate cost estimates for repairs, including parts, labor and completion timelines to customers.
• Communicating clearly with technicians regarding the necessary repairs and any specific customer requests.
• Checking for applicable warranties and ensuring proper documentation for warranty repairs.
• Addressing customer concerns and resolving any issues that may arise during the repair process.
• Promoting additional services or products to customers, such as maintenance packages or accessory upgrades. 

Key Skills

• Excellent communication skills: Clearly explaining technical information to customers in a understandable way 
• Technical knowledge: Basic understanding of automotive systems and repair procedures 
• Customer service skills: Building rapport with customers and providing a positive service experience 
• Organizational skills: Managing multiple repair orders and customer schedules efficiently 
• Computer proficiency: Using dealership management systems to access vehicle information and generate repair orders