Automotive Service Coordinator (Call Agent)

Now Hiring: Automotive Service Coordinator (Call Agent)

*CALL CENTER & CUSTOMER SERVICE EXPERIENCE PREFERRED. BILINGUAL CANDIDATES ARE HIGHLY ENCOURAGED TO APPLY!*

In-person applications can be filled out at 501 Neal Street (Nissan of Cookeville). Job site is located at 931 S. Willow Avenue (former Hyundai of Cookeville building). Interviews will be conducted via Google video call and not in-person. 

Job Start: April 2025.

Are you looking for an exciting opportunity in the automotive industry? We are seeking a motivated Automotive Service Coordinator (Call Agent) to join our team and help us provide an exceptional customer experience.

Job Summary

The Automotive Service Coordinator (Call Agent) is responsible for managing inbound and outbound call flow. The calls are for service appointment calls, customer follow-ups, customer retention, and any manifest that is given, all while ensuring an exceptional customer experience. This role plays a crucial part in driving service department revenue and customer retention. The vehicle brands we serve include Nissan, Hyundai, and Kia utilizing a centralized call center location.

Key Responsibilities

• Answer incoming service calls and schedule appointments efficiently.


• Conduct outbound calls to follow up on declined services, upcoming maintenance, and special promotions.


• Confirm upcoming service appointments and reduce no-shows.


• Maintain accurate customer records in the CRM system.


• Follow up with customers post-service for feedback/retention efforts and.work closely with service advisors to ensure smooth customer communication.


• Meet and exceed call volume and appointment scheduling goals.


• 
  Ensure punctuality and reliable attendance to support call center operations effectively.
  

Call Center Hours

• 
  Monday - Friday: 7:00 AM - 8:00 PM Eastern Time
  


• 
  Saturday: 8:00 AM - 6:00 PM Eastern Time
  


• 
  Sunday: Closed
  

Required Qualifications

• Valid driver’s license


• High school diploma or equivalent.


• Experience in a call center or customer service role preferred.


• Strong communication and problem-solving skills.


• Basic understanding of automotive services (training provided).


• Proficiency in CRM software and appointment scheduling tools.


• Candidate must have 3 professional references for hire check.

Job Title: Automotive Service Coordinator (Call Agent)
Department: Service Business Development Center (BDC)
Reports To: BDC Manager / Service Manager
Pay Structure: Hourly

Compensation Plan

Base Pay

• Starting Hourly Rate: $14.00 per hour to be paid bi-weekly


• 90-Day Review with possible pay increase depending on performance, meeting minimum metrics, and upstanding behavior.


• 
  6-Month Review with possible pay increase based on continued improvement and goal achievement.


• Annual Reviews with possible pay increase based on continued improvement and goal achievement.

Performance Metrics & Goal Examples.

To qualify for pay increases and bonuses, employees must meet the following metrics:

1. Appointment Booking Efficiency*

• Schedule a minimum of 15 service appointments per day.


• Maintain a minimum 70% appointment show rate.

2. Call Productivity*

• Minimum 80-100 outbound calls per day.


• Minimum 5% conversion rate (outbound calls to scheduled appointments).

3. Customer Satisfaction*

• Maintain at least a 95% customer satisfaction rating from post-service surveys.

4. Customer Retention*

• Successfully re-engage at least 5 lost customers per month.

5. Attendance & Compliance*

• Maintain 99% on-time attendance.


• Follow all dealership and compliance guidelines.


• * Performance metrics & goals can change due to industry and manufacturer needs/standards. 

What We Offer:

• 
  Competitive starting pay of $14.00 per hour with structured increases.
  


• 
  Performance-based bonuses and incentives.
  


• 
  Growth opportunities with annual pay reviews.
  


• A dynamic and supportive team environment.


• 
  Comprehensive training provided – no prior automotive experience required.
  


• 
  Centralized Call Center supporting up to 6 dealership locations in Middle and Eastern Tennessee, Central Georgia and around the Atlanta area.
  


• Full benefits package including:




• Medical, dental, and vision insurance


• 401(k) with company match


• Paid time off (PTO) and paid holidays - Starting at 1 year of employment.


• Employee discounts on vehicle services and purchases


• Advancement opportunities within the company

Job Responsibilities:

• Handle inbound and outbound calls to schedule service appointments.


• Follow up with customers regarding service needs and previous visits.


• Maintain accurate records in our CRM system and scheduling system.


• Provide a positive and professional experience for all customers.


• Punctuality and reliable attendance are essential for success in this role.

What We’re Looking For:

• Strong communication and customer service skills.


• Call center or sales experience preferred.


• Ability to meet and exceed performance goals.


• A positive attitude and team-oriented mindset.

Location: Cookeville, TN – Centralized Call Center serving up to 6 dealership locations in Middle and Eastern Tennessee and Central Georgia around the Atlanta area

Ready to start your career in the automotive industry? Apply today!