Service Administrator

Job Title: Service Department Administrator

Position Summary

The Service Department Administrator is responsible for driving service traffic and supporting department cash flow through proactive appointment setting, outbound customer communication, and accounts receivable management. This role serves as the first point of contact for many customers and plays a key role in maintaining schedule efficiency and timely payment collection.

Key Responsibilities:

Appointment Scheduling & Phone Management

• Answer inbound service calls promptly and professionally


• Schedule, confirm, and reschedule service appointments to maximize shop capacity


• Manage daily appointment flow and assist in load-leveling the schedule


• Handle basic customer inquiries (maintenance intervals, service pricing, availability, etc.)


• Route calls effectively to service advisors or other departments when needed

Outbound Calling & Customer Follow-Up

• Work assigned call lists daily (declined services, overdue maintenance, missed appointments, no-shows)


• Contact customers to set appointments and drive service retention


• Follow up on prior visits to ensure customer satisfaction and secure future business


• Support service campaigns and seasonal promotions through outbound calls

Accounts Receivable (A/R)

• Monitor and manage service department receivables


• Contact customers and vendors regarding outstanding balances


• Process payments and assist with collections in a professional manner


• Reconcile invoices and ensure accuracy of billing and payment records


• Work with management to maintain healthy aging reports

Administrative Support

• Open and maintain accurate customer profiles and service records


• Assist advisors with basic administrative tasks as needed


• Ensure proper documentation and filing of repair orders and invoices


• Support reporting related to appointments, call activity, and receivables

Qualifications

• Previous experience in a high-volume phone or call center environment preferred


• Strong communication skills with confidence on the phone


• Ability to handle objections and turn calls into scheduled appointments


• Experience with accounts receivable, collections, or billing preferred


• Highly organized with strong attention to detail


• Comfortable working in a fast-paced, team-oriented environment


• Basic computer skills; dealership management system experience (Dealertrack and XTime) is a plus

Performance Expectations

• Meet or exceed daily/weekly appointment-setting goals


• Maintain high call volume and follow-up consistency


• Contribute to improved shop utilization and reduced no-show rates


• Keep A/R within acceptable age guidelines

Work Environment

• High-volume dealership service department


• Primarily phone and desk-based role


• Fast-paced with performance expectations tied to activity and results