Automotive Service Appointment Coordinator Team Lead

North Star Auto Group is looking for an Appointment Coordinator Team Lead to join the service team at our Fort McMurray location!

The Appointment Coordinator Team Lead will perform the duties of an Appointment Coordinator and lead a front-line customer service team in the service department of Northstar Auto Group. The incumbent must have exceptional interpersonal skills to be able to provide our customers with the highest possible level of service. The Appointment Coordinator Team Lead will be responsible for creating and maintaining a service schedule that best utilizes the resources of Northstar Auto Group and its team members. This will be done while providing an optimal level of convenience for our customers and making recommendations based on the vehicle history. The Appointment Coordinator Team Lead will be required to maintain a high level of accuracy and accountability in conducting financial transactions and keeping detailed customer records.

Pay: Hourly plus Bonus

Shift Schedule: Monday to Friday - 8:00am to 5:00pm

Benefits: We have an excellent benefits package that includes extended health and dental coverage, including 100% prescription cost coverage, Massage Therapy, Chiropractic, Acupuncture etc. We also offer Long Term Disability and Ford Pension Plan.

Tasks include, but not limited to:

• Book and confirm appointments.
• Rebook appointment no-shows.
• Prepare accurate end of day cash out.
• Prepare Appointment Pad – Timebank.
• Check inventory of supplies once per month and order needed items.
• Obtain POs for internal RO’s daily and cashier.
• OneCX Duties:
• Provide a Customer Service follow-up call to every Service Department customer within 48 hours of them picking up their vehicle.
• Log all contacts in an Excel spreadsheet for tracking
• Schedule follow up appointments for any customer needs and communicate this information effectively to the Service department. This will be considered an “Escalated Appointment”.
• Monthly deadlines for payroll are met– approves time sheets, approves payroll roster and provides payroll changes as required.
• Uses DealerPILOT for Compliance, Maintenance or Health and Safety reporting.
• Active participation in the recruiting process - by assisting in sourcing talent, reviewing documents, being prepared and on time for interviews.
• Completes 30, 90 and annual reviews on time.

Ensure Appointment Coordinators are:

• To check history on all in bound and outbound calls.
• Demonstrating behaviours consistent with the Company’s Vision, Mission, and Values in all interactions with customers, co-workers, and suppliers.
• Adhering to all company policies, procedures, and safety standards.
• Cashier Repair Orders ensuring that the POs are correct/updated and correct any Repair Orders or PO’s that are wrong prior to cashiering.
• Manage SDL to ensure that all completed Repair Orders are pre invoiced and cashiered.
• Ensure Appointment Coordinators are adhering to RO in bin procedures.

Qualifications

• 2 years experience in a fast-paced customer service environment
• Full Class 5 (non-GDL) license
• Experience in the automotive industry and knowledge of automotive service preferred
• Ability to communicate both orally and in writing
• Excellent Customer Service skills
• Ability to conduct and maintain records of financial transactions
• Able to work efficiently as a part of a team, as well as independently
• Computer literacy, including working skills of Excel, Microsoft Outlook and other software applications
• Attention to detail in all areas of work
• Good organizational, time management and prioritizing skills
• Strong work ethic and positive team attitude
• Ability to multitask in a fast-paced environment

If you meet the above qualifications and think you would be a great addition to our team, please submit your resume for consideration!

Thanks for your interest but please be advised that only those who are considered will be contacted.

Job Types: Full-time, Permanent

Benefits

• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Vision care

Ability to commute/relocate:

• Fort McMurray, AB: reliably commute or plan to relocate before starting work (required)

Experience

• fast paced customer service: 2 years (required)
• appointment scheduling: 1 year (preferred)

Licence/Certification:

• Class 5 Licence (non-GDL)? (required)

Work Location: In person