Job Description

The Service Department Appointment Setter is responsible for scheduling service appointments, maintaining customer communication, and ensuring the service drive remains efficiently booked. This position serves as the first point of contact for many customers and plays a key role in delivering an exceptional ownership experience while supporting service department productivity and customer retention. Essential Duties and Responsibilities

• Answer inbound service calls promptly and professionally.
• Contact customers to schedule recommended maintenance and repair appointments.
• Follow up on declined services, missed appointments, recalls, and overdue maintenance.
• Schedule appointments according to technician availability and shop capacity.
• Verify customer and vehicle information in the dealership management system (Dealertrack, CDK, Reynolds, etc.).
• Educate customers on maintenance schedules, recalls, warranty coverage, and available service specials.
• Coordinate loaner vehicles, shuttle service, or pickup and delivery when applicable.
• Confirm appointments through phone, text, and email.
• Reschedule appointments when necessary while minimizing disruption to shop workflow.
• Maintain accurate customer records and appointment notes.
• Support Service Advisors by providing complete and accurate customer information before arrival.
• Assist with CSI initiatives by providing outstanding customer service during every interaction.
• Meet daily outbound call and appointment-setting goals.

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