Client Care Coordinator

Overview

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

Responsibilities

• Promptly and professionally answer inbound calls with the goal of providing an exceptional client experience resulting in a scheduled reservation with service team.
• 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.
• Keep current with service specials, all direct mail pieces, and recall notices from the manufacturer.
• Using the Blueprint KnowledgeDrive to search for answer(s) to guest’s questions prior to transferring the phone call to a Service Advisor.
• The ability to work flexible hours, to possibly include Saturdays.
• Being punctual to work and when returning from lunch and break with a full adherence to set schedule.
• Following the “Client Care Center Policies and Procedures” manual.

Qualifications

• 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.
• High School Diploma
• 1-2 years’ experience in a customer service orientated environment preferred
• Can adapt and embrace change with an internal and external customer centric mindset
• Act as an advocate for teammates and have a strong commitment to technology advancement
• Possesses effective communication skills: oral, written, listening.
• Works well with customers, promotes a positive image of the company, strives to solve issues raised by customers.