Hacienda Ford - Guest Engagement Coordinator

Job Summary:

The Guest Engagement Coordinator monitors guest conversations through AI-assisted communication tools and ensures service requests receive timely follow-up. Responsibilities include verifying appointment availability, entering and confirming service appointments, contacting guests to reschedule when needed, handling incoming and outgoing calls, and answering basic service questions. This role also coordinates and verifies advisor callbacks, routes inquiries to the appropriate department, maintains accurate notes, and escalates unresolved requests.

Reports To: Digital Marketing Manager

Duties and Responsibilities:

• Monitor guest conversations to identify service appointment requests, questions, callback requests, and other guest needs. 
• Verify appointment availability, enter bookings into the service scheduler, and confirm details with guests. 
• Contact guests to arrange an alternative date or time when their requested appointment is unavailable. 
• Handle incoming calls, outgoing follow-up, missed-call follow-up, and appointment confirmations. 
• Answer basic service questions and connect guests with the appropriate team member when additional assistance is needed. 
• Coordinate advisor callbacks, verify follow-through in our communication system, and escalate outstanding requests when necessary. 
• Route sales inquiries or other requests received in the service queue to the appropriate department. 
• Maintain accurate notes and track pending requests through completion. 

Qualifications and Skills:

• Strong verbal and written communication skills.
• A friendly, professional phone manner.
• Strong organizational skills and attention to detail.
• Ability to prioritize a high volume of inbound inquiries.
• Comfort using computers, CRM systems, and AI-assisted communication tools.
• Ability to work independently and collaborate with the sales team.

Hours:

• The Service Department is open during the following hours:

Monday – Friday 7:00 AM – 6:00 PM

Saturday 7:00 AM – 4:00 PM

Benefits:

1. Medical, Dental, & Vision Insurance: 100% employer-paid coverage with a variety of plan options to fit your needs, including medical plans featuring a $0 deductible and $0 copay upon completion of a baseline visit.
2. 401(K) Plan: 401(k) plan with a company match of 50% up to 4% of your salary.
3. Life Insurance: 100% employer-paid life insurance policy of $50,000 with no medical exams required.
4. Paid Vacation: 1 week of paid vacation in the first year of service, with a rollover of 40 hours and a max cash out of 40 hours.
5. Sick leave 3 paid days per service year – 100% employer paid.
6. Paid Holidays: 6 paid holidays per year, including New Year's Day, Independence Day, Memorial Day, Labor Day, Thanksgiving Day, and Christmas Day.
7. Other Perks: 5-day workweek for sales, parts, and administration positions, 90-day & annual 1-on-1 performance evaluations, and employee discounts on new vehicles, parts, and services.

By submitting your application, you agree to the following:

• You are at least 21 years old.
• You have a valid driver's license with an acceptable driving record.
• You will pass a pre-employment drug screen.
• You will undergo a background check.
• You understand that the 401K company match has an annual maximum amount.
• You understand that earned vacation time is based on the total time of continual employment.
• If you do not meet all these requirements, your application will not be considered.