Job description

Position Summary

The Service Coordinator is responsible for managing service bookings, workshop capacity planning, and customer communication to ensure smooth and efficient aftersales operations.

The role acts as the operational backbone between customers, Service Advisors, and the workshop by ensuring all appointments are accurately scheduled, workshop capacity is optimized, and customer interactions are handled professionally across all touchpoints. By maintaining booking discipline and proactive communication, the Service Coordinator directly contributes to workshop utilization, reduced no-show rates, and improved customer experience.

This position plays a critical role in aligning customer demand with workshop capacity while supporting operational efficiency and service revenue generation.

Key Responsibilities

Appointment Booking & Capacity Planning

• Manage inbound service booking requests via calls, online platforms, and walk-in customers using the Dealer Management System (DMS)

• Optimize workshop loading by aligning technician availability, bay capacity, job complexity, and service priorities

• Schedule appointments in a structured manner to maximize workshop utilization and minimize idle capacity

• Coordinate priority bookings including VIP customers, fleet accounts, recall campaigns, and OEM service programs

• Monitor booking pipeline and adjust schedules dynamically based on operational changes

Customer Communication & Engagement

• Confirm service appointments in advance and send reminders to minimize no-show and cancellation rates

• Conduct pre-arrival calls to capture additional customer concerns and ensure Service Advisors are fully prepared for reception

• Manage outbound campaigns for service reminders, recalls, and OEM customer engagement programs

• Provide clear and professional communication to customers regarding appointment availability, preparation requirements, and expected timelines

Operational Support & Coordination

• Coordinate customer mobility solutions such as loan vehicles, shuttle services, and waiting area arrangements

• Support Service Advisors by tracking open Repair Orders and escalating delayed jobs or aging work-in-progress (WIP) cases

• Ensure accurate and up-to-date customer data in the DMS, including contact details, ownership updates, and service preferences

• Assist in balancing daily operational workload and supporting smooth workshop flow

Reporting & Performance Monitoring

• Prepare daily, weekly, and monthly reports on booking volumes, show-up rates, workshop capacity utilization, and operational trends

• Track key performance indicators such as appointment conversion, no-show rate, outbound call performance, and booking efficiency

• Identify capacity constraints, booking gaps, and operational inefficiencies, escalating issues to the Service Manager with recommended actions

• Maintain data accuracy within CRM and DMS systems to support reliable reporting and business insights

Customer Experience & Compliance

• Handle customer inquiries and initial complaints professionally, ensuring timely escalation of sensitive or complex cases to the Service Manager

• Support post-service follow-up activities in coordination with CRM and Customer Care teams

• Ensure compliance with OEM communication standards, customer data protection regulations, and internal audit requirements

• Maintain consistent and professional customer experience across all booking and communication touchpoints

Skills

Educational Requirements

• Diploma or Bachelor’s Degree in Business Administration, Automotive, or a related field

Experience Requirements

• Minimum 2–4 years of experience in an automotive dealership aftersales environment, contact center, or customer coordination role

• Prior experience in appointment booking, workshop scheduling, or service CRM operations is strongly preferred

• Exposure to high-volume service operations and customer interaction environments is an advantage

Technical Skills

• Proficiency in Dealer Management Systems (DMS) for service booking, customer data management, and appointment tracking

• Strong Microsoft Excel skills for reporting, analysis, and performance tracking

• Familiarity with CRM systems, outbound calling platforms, and customer engagement tools

• Ability to manage scheduling systems and optimize resource allocation