. If you are an energetic and motivated individual with a positive attitude, a dedication to providing exceptional customer service and a desire to succeed, we would love to have you!
Duties/Responsibilities:
CRM System
Create and manage workloads of Service Appointment Coordinators
Assign service leads, chats, and workloads to the CCC Team.
Investigate incomplete tasks.
Service Appointments/Coaching
Ensure that the Appointment Scheduling Process is adhered to by Appointment Coordinators.
Complete call reviews, coach on the process, and spot check appointments for accuracy.
Assisting with the selling of maintenance via coaching and ensure there are no missed opportunities.
Prospect next day appointments for incremental right-selling opportunities.
To be communicated to Appointment Coordinators for follow up with customers
Contact Service / Fixed Op's Managers regarding shop capacity issues and emergency repairs.
Communicate service promotions.
Effectively handle concerns and inquiries for service customers.
Work alongside dealership managers to optimize customer communications process and improve customer retention.
Review and optimize current scripting to connect with customers to further enhance experience before handing off to sales team.
Be the go to individual for employee questions or concerns.
Continue to lead Service Huddles with Teams for weekly updates.
Reporting/Training
Create and analyze reports and monitor departmental performance against goals to measure and ensure the appointment coordinators process' effectiveness and efficiency.
Identify process improvement opportunities and work with team and service teams to implement.
Review sales functionalities with salespeople to ensure proper practices are upkept.
Assist in monitoring financial performance to ensure the department is meeting or exceeding expectations and adjust accordingly, with designated decision-making authority.
Provide reporting and presentations to all dealerships highlighting forecasts, top services sold, opportunities, and more for performance on a monthly basis.
Qualifications:
Post-secondary education considered an asset.
Management experience will be considered an asset
Well-developed team member skills.
Strong work ethic.
Above-average time management skills.
Excellent telephone and communication skills.
Computer Skills
Ability to project a professional company image.
Experience in the customer service industry
Leadership skills of delegation, empowerment, coaching, organizing and planning, and interpersonal sensitivity.
About us
What does it mean to work at Hickman Automotive Group? Well, we are a 5th generation family-owned and operated business that has been leading the province's automotive industry for 110 years. We believe that Family Drives Everything in our company, so our 400+ employees are all valued and treated like family. Our goal is to go above and beyond to exceed the expectations of our customers and employees! We value honesty, diversity, interpersonal growth, supporting our community, and unconditional dedication to excellence.
What's in it for YOU? Here's what we have to offer:
Collaborative team-driven environment
Growth within the company
Coalition groups that work together to generate new ideas
Canada Life Group Benefits
Employee pricing on all Hickman Automotive Group vehicles
Pension plan
Employee Recognition programs
Support and encouragement for employees to further improve their education
Employee Assistance Program
Team-Building Events
And much more!
If you want a career that offers a competitive compensation and benefits package in a positive and enthusiastic work environment, submit your cover letter and resume on or before
October
10th, 2025
Hickman Automotive Group
is committed to employment equity and welcomes applications from all qualified candidates. We thank all applicants for their interest; however, only those selected for an interview will be contacted.
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