Job Summary:
The Maintenance Reminder Staff is responsible for proactively contacting customers to remind them of their scheduled preventive maintenance services and other after-sales activities. This role helps strengthen customer relationships by ensuring timely communication, maintaining accurate customer records, and supporting the Service Department in improving customer retention and satisfaction.
Key Responsibilities:
- Customer Communication and Follow-up
- Contact customers through phone calls, emails, text messages, or other communication channels to remind them of upcoming preventive maintenance schedules.
- Provide customers with accurate information regarding service appointments, maintenance recommendations, and dealership after-sales programs.
- Respond professionally to customer inquiries and assist in scheduling or rescheduling service appointments.
- Appointment Scheduling and Coordination
- Coordinate with the Service Department to confirm appointment availability and service schedules.
- Assist in managing the dealership’s maintenance reminder calendar to ensure timely customer follow-ups.
- Coordinate with Service Advisors regarding customer concerns and appointment updates.
- Customer Records and Data Management
- Maintain accurate and up-to-date customer information, service histories, and communication records.
- Update customer databases and prepare reports using Microsoft Office applications, particularly Microsoft Excel.
- Ensure the confidentiality and security of customer information in accordance with company policies.
- Reporting and Administrative Support
- Prepare daily, weekly, and monthly reports on maintenance reminder activities, appointment confirmations, and customer responses.
- Monitor reminder effectiveness and recommend improvements to customer follow-up processes.
- Assist with other administrative tasks that support the Service Department’s operations.
- Customer Satisfaction and Continuous Improvement
- Promote excellent customer service by maintaining courteous, professional, and effective communication with customers.
- Gather customer feedback and coordinate concerns with the appropriate departments for prompt resolution.
- Participate in training programs and continuously improve communication and customer service skills.
QUALIFICATIONS:
- Must possess at least a Bachelor’s degree in Communications or a related field
- Willing to work overtime as needed
- Excellent verbal and written communication skills
- Proficient in Microsoft Office applications, with advanced knowledge of Microsoft Excel
- Strong attention to detail
- Excellent listening and interpersonal communication skills
- Computer literate
- Work experience in customer service or a call center is an advantage
Note: This is a general job description. Specific responsibilities and qualifications may vary depending on the particular role and level within Toyota Cagayan de Oro.
