Service Customer Coordinator

Overview

MERCEDES BENZ OF SCARBOROUGH, a fast-growing Fortune 500 company, is seeking a SERVICE COORDINATOR who will answer customer inquiries via phone and be responsible in working closely with our dealerships to increase the effectiveness of Group 1’s service operations and provide a “world class” customer experience to a variety of customers

In addition to competitive pay, we offer our associates the following benefits:

• Benefits package includes: Paid vacation, Employee Stock Purchase, 401k Plan with match, employee purchase plan for new vehicles, medical, dental, vision and onsite work out center.
• Professional work environment, with job training and advancement opportunities
• Performance bonuses

Responsibilities

• Provide world-class service in every interaction for optimal call center performance and customer satisfaction.
• Identify service opportunities for every customer to increase dealership profitability and service-drive traffic.
• Provide detailed information for each service appointment to the dealerships.
• Accurately advise customers on importance of routine maintenance and any recalls.
• Quote pricing on factory recommended services to provide customers with estimated repair costs.
• Follow up on all inquiries, to keep customers and dealerships pleased.
• Handle “status" inquiries and notify service advisors, or other dealership personnel, regarding progress for customer vehicles.
• Log all calls using appropriate codes rendered through approved CRM/call-tracking system.
• Demonstrate a detailed understanding of products, services and pricing for all domestic, foreign and luxury brands within Group 1’s dealership network

Qualifications

• High School diploma, college degree is a plus
• Two or more years of customer service
• Excellent communication skills, strong writing skills,
• Computer proficient in MS Office and other common desktop software applications
• Must perform effectively in a fast-paced, high-volume call center environment dealing with various degrees of customer stress.
• Negotiation skills and the ability to secure appointments.
• Strong work ethic and attention to details with customer appointments.
• Great social skills to resolve issues between customers and dealerships.
• General understanding of call center performance metrics with knowledge of ADP, Xtime, dealer-management systems and automotive retail operations is preferred.

Compensation: $21.00 per hour

*All applicants must pass pre-employment testing to include: background checks, MVR, and drug testing in order to qualify for employment*

Group 1 Automotive is an Equal Employment Opportunity employer.