Job Summary: The Scheduling Operator coordinates service appointments at the dealership, serving as the first point of contact for customers seeking maintenance, inspections, or repairs. Key Highlights: 1. Coordinate the service scheduling process and ensure efficient customer service 2. Serve as the first point of contact for service appointments 3. Ensure a pleasant and welcoming experience for customers The **Scheduling Operator** is responsible for coordinating the service scheduling process at the dealership, ensuring that appointments are organized and handled efficiently. They serve as the first point of contact for customers wishing to schedule maintenance, inspections, or repairs, providing informative support and clear guidance on available procedures. **Position Objective** Ensure that the dealership’s post\-sales primary customer contact channel remains accessible and qualified to deliver a pleasant and welcoming experience. **Key Responsibilities:** **1\. Customer Service** * Handle telephone, email, or other communication channels used by the dealership. * Identify customer needs and advise them regarding available services, estimated timelines, and costs. * Deliver courteous, clear, and efficient service to create a positive customer experience. **2\. Service Planning and Scheduling** * Schedule workshop appointments according to technical team availability and facility capacity. * Ensure all appointments are accurately and thoroughly recorded in the dealership’s management system. * Confirm appointments with customers to minimize no\-shows and optimize workshop utilization. **3\. Service Flow Management** * Monitor the workshop’s daily schedule to ensure adherence to time slots and prevent overbooking. * Adjust appointments in case of unforeseen events, such as priority changes or cancellations. * Inform the technical team about scheduled services to ensure readiness for customer appointments. **4\. Administrative Support** * Record and update customer and vehicle data in the dealership’s management system. * Issue preliminary service orders when necessary, based on information provided by customers. * Maintain up\-to\-date reports on scheduled, completed, and canceled services. **5\. Service Prospecting and Promotion** * Inform customers about promotional campaigns, service packages, and scheduled inspections. * Proactively contact customers to remind them of pending preventive maintenance or inspections. * Identify opportunities for additional sales during initial contact, such as complementary services or accessories. **Requirements:** * Education: Completed high school; customer service courses or training preferred. * Experience: Prior experience in customer service or scheduling roles, preferably in the automotive sector. * Technical Knowledge: * + Basic knowledge of automotive maintenance and dealership services. + Experience with dealership management systems (DMS or similar). + Familiarity with communication tools (telephone, e\-mail, chat).
João Silva
Indeed · HR
João Silva
Indeed · HR
