Service Scheduler

The Service Scheduler is responsible for managing all incoming and outgoing service appointment communications while delivering a premium, luxury-level client experience consistent with Acura brand standards. This role plays a critical part in maximizing service department efficiency, retention, and daily appointment flow.

The Service Scheduler serves as the first point of contact for many clients and must represent the professionalism and hospitality expected of an Acura dealership.

Key Responsibilities

Appointment Management

• Schedule service, maintenance, and repair appointments via phone, email, text, and online scheduling tools
• Accurately verify client information, vehicle details, and requested services
• Match appointments to appropriate advisors, loaner availability, and shop capacity
• Coordinate waiters, drop-offs, valet, and loaner vehicle needs

Client Communication

• Answer inbound service calls promptly and professionally
• Make outbound calls for appointment confirmations, reminders, and follow-ups
• Contact customers with declined services, overdue maintenance, or missed appointments

Operational Support

• Maintain accurate daily appointment logs and notes in the dealership management system
• Monitor loaner fleet scheduling and ensure alignment with appointment flow
• Communicate effectively with service advisors, technicians, and management regarding schedule capacity
• Help balance workload to optimize technician productivity and reduce wait times

Customer Experience

• Deliver a luxury-level experience consistent with the Acura brand
• Handle scheduling conflicts and client concerns with professionalism and urgency
• Ensure smooth handoffs between scheduling and the service drive team

Qualifications

• Previous customer service or call center experience preferred (automotive experience a plus)
• Strong communication and phone skills
• Excellent organizational skills and attention to detail
• Comfortable using dealership management systems and CRM tools
• Ability to multitask in a fast-paced environment
• Professional appearance and demeanor

Success in This Role Looks Like:

• High appointment show rate
• Accurate scheduling with minimal capacity conflicts
• Increased service retention and reappointment rates
• Positive client feedback and CSI support
• Efficient daily workflow for advisors and technicians

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.