Appointment co-ordinator/Cashier, Westowne Mazda

Reports To:
Service Manager

Position Summary:

This role is responsible for managing customer appointments, ensuring accurate and timely closure of repair orders, handling cashiering duties, and performing follow-up calls to maintain customer satisfaction. The position requires strong organizational skills, attention to detail, and a commitment to delivering an exceptional customer experience.

Key Responsibilities:

Appointment Coordination

• Schedule and confirm service appointments via phone, email, and online booking systems.
• Coordinate with service advisors and technicians to optimize workflow and minimize wait times.
• Maintain accurate appointment logs and communicate any changes promptly to customers and staff.

Repair Order Closure

• Review completed repair orders for accuracy, including labor, parts, and warranty coding.
• Ensure all required documentation is attached and properly recorded in the system.
• Close repair orders in compliance with dealership and manufacturer standards.
• Communicate with advisors and technicians to resolve discrepancies before closing.

Cashiering Duties

• Process customer payments accurately (cash, credit, debit, and other approved methods).
• Provide detailed invoices and explain charges to customers when necessary.
• Handle refunds, adjustments, and warranty transactions according to policy.

Follow-Up Calls

• Contact customers after service to confirm satisfaction and address any concerns.
• Document feedback and escalate issues to management when necessary.
• Support CSI (Customer Satisfaction Index) goals through proactive communication.

Skills & Qualifications:

• Strong organizational and multitasking abilities.
• Excellent communication and customer service skills.
• Proficiency in dealership management systems (Reynolds & Reynolds).
• Basic accounting and cash handling experience.
• Ability to work in a fast-paced environment and meet deadlines.

Performance Expectations:

• Maintain accuracy in scheduling and repair order processing.
• Ensure timely closure of all repair orders to support efficient billing and reporting.
• Deliver a positive customer experience during payment and follow-up interactions.
• Collaborate effectively with service advisors, technicians, and management.