Why Join the Stuckey’s Team?
We put our people first. At Stuckey’s, you’ll find a family-focused culture, clear paths for career advancement, and reliable earning potential. If you’re driven to grow, we’re committed to providing the environment to get you there. Are you ready to take the first steps into a new career in automotive service operations? Read on!
Role Overview
Drive dealership service department growth and elevate customer satisfaction by converting inbound service inquiries into confirmed, high-value service repair and maintenance appointments.
Principal Duties and Responsibilities
- Service Lead Conversion & Outreach: Promptly respond to inbound internet service leads, online scheduling requests, phone inquiries, and open recall notices using phone, email, and SMS to establish initial contact.
- Appointment Scheduling & Load Management: Qualify customer maintenance/repair needs, verify warranty or recall status, and secure firm service appointments aligned with shop capacity.
- Pipeline & Retention Management: Maintain consistent follow-up sequences with unconfirmed service bookings, missed appointments, recommended maintenance reminders, and previous service customers using the CRM and online scheduling software.
- Customer Care & Value Delivery: Provide clear information on service menu pricing, active dealership service specials, recall details, and shuttle/loaner availability while delivering a warm, reassuring, and professional customer experience.
- Interdepartmental Coordination: Collaborate closely with Service Advisors, Service Managers, and Parts Specialists to ensure seamless customer hand-offs, accurate shop scheduling, and realistic repair timelines.
- Data Integrity: Continuously update CRM and Service management records with detailed notes regarding customer vehicle issues, service history, contact preferences, and appointment status to support accurate reporting.
Ideal Candidate Profile
Required Qualifications (Must-Haves)
- Passion to Serve: Desire and ability to provide an empathetic, stress-free customer experience by effectively using proven scheduling and communication processes.
- Be Positively Driven: Bring a positive attitude to every work-related task and handle customer concerns or unexpected scheduling shifts with confidence and professionalism.
- Maintain Excellence in Every Aspect: Excellent verbal and written communication skills with a reassuring, polite, and persuasive phone presence. Keen eye for detail to ensure every service need is noted and no customer follow-up slips through the cracks.
- Take Extreme Ownership: Take full accountability for every customer interaction, appointment set, and follow-up sequence to ensure complete operational success.
- Be Dynamic: Ability to multitask, prioritize urgent repair requests, and manage a high volume of outbound and inbound communications efficiently. Readiness to adapt to changing shop schedules and evolving service technologies.
Preferred Qualifications (Nice-to-Haves)
- Automotive or Service Background: Prior experience in an automotive dealership, service department, auto repair shop, or high-volume call center setting.
- Tech Proficiency: Familiarity with dealership Service/CRM platforms (e.g., Xtime, VinSolutions, Elead, CDK, DriveCentric), customer messaging platforms, and basic office software.