Appointment Coordinator

About Mercedes-Benz Country Hills

Mercedes-Benz Country Hills is a distinguished luxury car dealership and a member of the McManes Automotive Group. As an official Mercedes-Benz retailer, the dealership focuses on exceptional craftsmanship, innovation, and providing an outstanding ownership experience characterized by proactive communication, trust, and personal attention. Joining their team means representing a respected global luxury brand in a fast-paced, high-volume environment tailored for driven individuals seeking career growth.

Role Overview

The Appointment Coordinator will primarily operate within the service department, managing inbound phone and internet inquiries and securing service appointments. A successful candidate will demonstrate friendliness, patience, enthusiasm, and self-motivation with excellent communication skills and a positive outlook. Comfort with telephone interactions and teamwork is essential.

Responsibilities

• Handle and direct incoming calls using a multi-line phone system, responding according to caller needs.
• Schedule and manage service appointments including booking, rescheduling, and confirming.
• Welcome and assist walk-in customers professionally.
• Manage vehicle keys and critical documents securely.
• Maintain courteous and professional demeanor both in communication and appearance representing Mercedes-Benz Country Hills.
• Inform customers about the advantages of preventative maintenance services and products.
• Preserve positive customer relations and maintain accurate customer and service databases.
• Efficiently manage inbound, outbound, and internet leads to schedule vehicle maintenance.
• Conduct follow-up calls post-service and ensure customer satisfaction.
• Coordinate valet drivers for the service department.
• Adhere to all company and manufacturer policies and health and safety standards.
• Perform other duties as assigned by management.

Qualifications

• At least 2 years of experience in a call center setting.
• Minimum of 3 years of customer service experience.
• Automotive or BDC experience is preferred.
• Basic technical knowledge related to the automotive sector.
• Ability to multitask and proficiently operate multiple computer applications.
• Competence in handling customer expectations within a luxury service environment.
• Capable of managing 40 to 60+ telephone calls daily.
• Flexibility to adapt to evolving departmental needs.
• Strong verbal and written communication skills coupled with excellent computer literacy and customer service aptitude.
• Polished telephone etiquette and interpersonal communication abilities.
• Excellent organizational skills with strong prioritization and time management capabilities.
• Skills in negotiation and managing objections effectively.

Benefits and Additional Information

• Opportunities for career advancement within the company.
• Comprehensive health benefits package.
• RRSP matching program.
• A progressive and forward-thinking workplace environment.
• Employee pricing and discounts extended to employees and their families.
• Being part of the reputable McManes Automotive Group.

The company is an equal opportunity employer committed to confidentiality and respectful handling of applications. Only selected candidates will be contacted for interviews.