A RARE Lead Service Coordinator position has just opened up and we are in search of our Superstar!
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Do you want to make up to 66K this year?
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Do you want to work in a great environment with opportunity to grow?
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Do you have 3-5yrs call center manger experience?
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Do you have the following skills? If so we want to speak with – Apply today!
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Requirements:
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Superb customer service skills
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Professional at all times
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Dress to success
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Strong professional individual to manage 4 Service Coordinators on a daily basis
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Must be able to work flexible hours and some Saturdays
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Must be able to pass a drug test and background check
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Leadership – The ability to lead the department by displaying outstanding phone skills and a commitment and passion to create customer amazement on all client interactions.
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Training – The ability to conduct daily training for all service coordinators and build a knowledgeable group of Service Coordinators.
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Mastering all training materials provided by dealership, including phone scripts & word tracks.
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Perform basic operational software skills, and exhibit exceptional phone skills.
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Have the aptitude to develop a solid understanding of product information related to the vehicles and services provided by the service department.
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Willingness to develop an understanding of and adherence to Toyota of Santa Monica’s service policies and procedures.
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Meet or exceed all Key Performance Indicators that measure your performance.
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Duties:
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Direct the daily activities of the Client Care Center by managing / supervising the Service Coordinators.
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Be the leader of the CCC team by displaying outstanding telephone & customer service skills and by adhering the Client Care Center Policies and Procedures Manual.
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Provide coaching and feedback to Service Coordinators relating to their performance and their adherence to the CCC Policies and Procedures Manual.
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Meet with the Service Manager on a weekly basis in order to provide recap of department’s progress and performance. Provide the Service Manager with details regarding outbound calling campaigns, show percentages.
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Creating new outbound calling campaigns based on Service Managers direction / needs.
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Enforcing the Policies and Procedures Manual, and inherence to the job responsibilities of the Service Coordinators.
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Promptly and professionally answer multiple inbound calls. The number one goal would be to set a scheduled appointment with the service team while creating customer amazement by leaving the customer feeling very positive about the telephone interaction.
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Master and follow all training materials including scripts and operational software to accurately set inbound service appointments.
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Provide customers with information pertaining to current service offerings.
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Proactively contact customers to remind them of set appointments, reschedule missed appointments, and remind customers of overdue services.
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Keep current with service specials, all direct mail / e-mail pieces, and recall notices from the Manufacturer.
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Send you updated resumes – we look forward to speaking with you.