Appointment Coordinator Supervisor

The Appointment Coordinator Supervisor is responsible for leading the daily operations of the Service Department's appointment coordination team while ensuring exceptional customer service, efficient scheduling practices, and compliance with dealership and manufacturer standards. This role oversees appointment management, customer communications, workflow coordination, staffing, reporting, and team performance to support the overall success and profitability of the Service and Parts Departments.

The supervisor leads, coaches, and holds team members accountable to company policies and performance expectations while maintaining adequate staffing levels, managing time‑off requests, monitoring attendance and time‑keeping compliance, and ensuring operational coverage to meet customer needs. This position plays a critical role in maximizing shop productivity, maintaining effective workflow throughout the service process, and ensuring compliance with Ford Motor Company operating standards and performance metrics.

The ideal candidate is a self‑motivated leader with dealership experience, strong organizational and customer service skills, the ability to troubleshoot challenges, and a proven track record of finding creative solutions in a fast‑paced environment.

• Supervise, coach, develop, and support the Appointment Coordinator team while performing daily appointment coordination duties.
• Lead team performance by setting expectations, monitoring productivity, and maintaining accountability to company standards and policies.
• Manage staffing schedules and time‑off requests to ensure adequate department coverage.
• Monitor attendance and ensure compliance with company time‑keeping policies.
• Schedule service appointments accurately and efficiently utilizing the dealership's shop loading system.
• Receive and manage inbound customer communications through phone, email, text, AI‑assisted channels, and in‑person interactions.
• Oversee AI‑generated website communications and inbound phone inquiries to ensure prompt and professional customer responses.
• Welcome customers to the Service Department and assist with service‑related inquiries.
• Confirm service appointments with customers prior to their scheduled visit.
• Coordinate customer concerns and service‑related questions with appropriate departments.
• Resolve customer concerns professionally and elevate issues when necessary.
• Monitor and track special‑order parts to support timely customer follow‑up and scheduling.
• Manage service leads provided by the manufacturer and coordinate outreach efforts for appointment scheduling.
• Oversee customer pick‑up and delivery scheduling and logistics.
• Prepare, review, and distribute daily Service and Quick Lane Department reports.
• Track appointment volume, shop capacity, customer follow‑up activity, departmental performance metrics, and workflow trends.
• Maintain manufacturer compliance requirements and ensure adherence to Ford Motor Company operating standards.
• Support administrative functions, department documentation, reporting, and process improvement initiatives.
• Identify operational challenges, troubleshoot issues, and implement effective solutions to improve efficiency and customer satisfaction.
• Promote a positive team culture while maintaining high standards of professionalism and customer service.
• Perform other duties and responsibilities as assigned.

• High school diploma or equivalent required.
• Minimum five (5) years of automotive dealership experience in customer service, appointment coordination, service operations, or a related field.
• Minimum two (2) years of leadership or supervisory experience.
• Working knowledge of automotive maintenance, repair processes, and dealership…