Hoffman Client Care Center Coordinator

Role Purpose

The Service Coordinator (SC) is a specialized, highly trained & skilled member of the Service Client Care Center. The Service Coordinator handles inbound service reservation calls, confirms service reservations, performs outbound follow-up calls for due, overdue service clients; Special Order Parts (SOP) notifications; “we owes” scheduling calls and any additional outbound calls requested by management.

Leadership

This position does not lead others.

Core Accountabilities

1. Promptly and professionally answer inbound calls with the goal of providing an exceptional client experience resulting in a scheduled reservation with service team.
2. Master and follow all training materials including inbound service call guides and Strategic Responses (word tracks) in order to accurately answer all guest’s questions.
3. Keep current with service specials, all direct mail pieces, and recall notices from the manufacturer.
4. Using the Blueprint Knowledge Drive to search for answer(s) to guest’s questions prior to transferring the phone call to a Service Advisor.
5. The ability to work flexible hours, to possibly include Saturdays.
6. Being punctual to work and when returning from lunch and break with a full adherence to set schedule.
7. Following the “Client Care Center Policies and Procedures” manual.

Competencies and Qualifications

1. Mastering all training materials provided in the ServiceMastery™ Certification training provided by Blueprint, Inc. which includes but is not limited to specific call guide strategies, word tracks pertaining to overcoming specific client questions and objections.
2. High School Diploma
3. 1-2 years’ experience in a customer service orientated environment preferred
4. Can adapt and embrace change with an internal and external customer centric mindset
5. Act as an advocate for teammates and have a strong commitment to technology advancement
6. Possesses effective communication skills: oral, written, listening.
7. Works well with customers, promotes a positive image of the company, strives to solve issues raised by customers.