Appointment Coordinator - BMW Langley

ROLE & RESPONSIBILITIES

• Handling customer calls regarding appointment cycle, and ensuring all service appointments are scheduled when due.
• Review unconfirmed appointments in the system and contact customers to confirm several days prior to scheduled appointment date.
• Contact customers to make them aware of outstanding recalls or campaigns and book the required appointments.
• Contact customers who are due for maintenance to book appointments.
• Offer alternative dates and/or times and book new appointments into the system when customer is unavailable for scheduled appointment.
• Monitor incoming e-mail appointments and book as necessary.
• Conduct follow-ups with service customers shortly after their service or repair, along with determining and documenting the quality of their visit.
• Take note of all customer comments and feedback and forward to the Service Manager.
• Update customer information on file.
• Report all and any customer complaints to Service Manager.
• Attend meetings and training as required.
• Must follow company safety policies and practices, and immediately, report any and all accidents to a Manager/Supervisor.
• This position will be expected to perform other duties as assigned by management.
• OpenRoad reserves the right to modify this job description as business needs require.
• KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
• 2 years of experience in customer relations.
• Strong organizational and people skills.
• Some knowledge of automotive equipment parts and accessories.
• Good computer skills and ability to maintain records using a computerized appointment system.
• Ability to communicate with others and to assimilate and understand information, in a manner consistent with the essential job functions.
• Ability to make sound decisions in a manner consistent with the essential job functions.
• Ability to work constructively with members from all departments within the dealership.
• Performance Expectations
• Success in this role is measured by effective portfolio engagement, appointment creation, retention outcomes, and overall contribution to dealership sales objectives.
• Internal Candidates:
• To be considered, please complete and submit the Internal Endorsement Form available on SharePoint. Please ensure all required information is provided, as incomplete submissions may delay the application process
• Grow Your Career at OpenRoad!
• We are an equal opportunity employer that values diversity, inclusion, and respect in the workplace. We are committed to creating opportunities for our associates to learn, advance their careers, and reach their full potential.
• We thank all applicants for their interest; however, only those selected for an interview will be contacted.