Kelowna Toyota is seeking a Service Appointment Coordinator. A successful Candidate will be able to meet or exceed the following job duties and qualifications.

Qualifications:

- Possession of a high school diploma.
- Demonstrated proficiency through two years of experience in customer service.
- Strong analytical, computer, organizational, and communication skills essential for the role.
- Experience with Reynolds and or DealerMine (asset but not mandatory)

General Summary:

The position entails managing guest service requests and concerns, achieving predetermined service sales objectives, delivering basic automotive information accurately, and fulfilling designated administrative responsibilities. The Service Appointment Coordinator is tasked with contacting guests regarding their service appointments, handling incoming inquiries for service appointments or vehicle information, and ensuring the comprehensive satisfaction of guests by conducting final reviews of service repair orders (ROs) and invoices. Additionally, cashiering duties may be required.

Primary Duties:

- Support the collaborative efforts of all team members.
- Proactively seek opportunities to create exceptional guest experiences.
- Maintain a professional appearance and adhere to grooming standards as prescribed by management, including wearing designated uniforms and nametags.
- Adhere to prescribed work schedules and break times set by management.
- Immediately report any situations or conditions that may compromise the safety, welfare, liability, or reputation of dealership staff, guests, or the dealership itself.
- Perform any additional duties assigned by management.

Appointments / Communication / Service Sales Process:

- Greet service guests promptly and courteously.




- Accurately enter and verify guest and vehicle information
- Schedule and review all service appointments
- Coordinate appointments in line with the shop's workload, ensuring efficient accommodation of walk-in guests.
- In the event an appointment request cannot be accommodated, offer suitable alternative dates and times.
- Actively listen to guests' reasons for their service visit and address their primary concerns first.
- Present and elucidate the dealership's maintenance menu to every guest.
- Recommend maintenance services according to dealership schedules versus the vehicle's service history.
- Inform guests about current service promotions.
- Provide precise price quotes and repair time estimates for all recommended repairs and maintenance services.
- Check for outstanding recalls and warranty coverage, advising guests accordingly.
- Offer alternate transportation options or waiting facilities to guests as per their preference.
- Handle minor guest concerns and complaints tactfully and promptly, escalating unresolved issues to higher management.
- Answer incoming calls promptly and professionally, aiming for a response within three rings.
- Respond to guest and internal emails promptly and professionally.
- Initiate outbound contacts for service reminders, missed appointments, seasonal tire changes, and service promotions.
- Confirm appointments with guests.
- Coordinate with the parts department to ensure parts availability for scheduled maintenance or repairs.

Perks:

Dental Care
Vision Care

Schedule:

Monday to Friday - occasional Saturdays

Job Type: Full-time

Pay: $18.00-$22.00 per hour

Expected hours: 40 per week

Benefits:

- Dental care
- Vision care

Education:

- Secondary School (preferred)

Work Location: In person

📌 Service Appointment Coordinator (Highway 97)
🏢 Kelowna Toyota
📍 Highway 97