Customer Service Coordinator (After Sales)

Customer Service Coordinator Summary

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

• Appointment scheduling:

Scheduling service appointments for customers (internal and external) and managing service schedules.

• Customer updates:

Keeping customers informed about the status of their vehicle repairs and providing updates prior to visits and throughout the process.

• Reporting & Tracking

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.)

• Customer interaction:

Greeting customers, listening to their concerns about their vehicle, and identifying required services.

• Team Collaboration

Works with team members and other departments to achieve strategic objectives aimed at maintaining high levels of customer satisfaction.

• Vehicle inspection:

Performing a visual inspection of the vehicle to identify potential issues and confirm customer concerns.

• Repair order creation:

Preparing detailed repair orders outlining necessary repairs, estimated costs, parts needed, and labor time.

• Cost estimation:

Providing accurate cost estimates for repairs, including parts, labor and completion timelines to customers.

• Communication with technicians:

Communicating clearly with technicians regarding the necessary repairs and any specific customer requests.

• Warranty verification:

Checking for applicable warranties and ensuring proper documentation for warranty repairs.

• Complaint resolution:

Addressing customer concerns and resolving any issues that may arise during the repair process.

• Sales opportunities:

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