Appointment Coordinator – Service Department

About the role

The Appointment Coordinator supports the Service Department by managing customer calls, scheduling service appointments, and ensuring timely communication about recalls, campaigns, and maintenance. This full‑time, union‑protected role is based at the OpenRoad Toyota Peace Arch dealership in Surrey.

Key responsibilities

• Handle inbound customer calls to schedule service appointments and confirm existing bookings.
• Review unconfirmed appointments, contact customers a few days before the scheduled date, and secure confirmations.
• Notify customers of outstanding recalls or campaigns and arrange the required service.
• Proactively reach out to customers due for routine maintenance to book appointments.
• Offer alternative dates or times when customers are unavailable and enter new appointments into the system.
• Monitor email‑based appointment requests and schedule them as needed.
• Conduct post‑service follow‑ups to assess customer satisfaction and document visit quality.
• Record customer comments, forward feedback to the Service Manager, and report any complaints.
• Maintain up‑to‑date customer information in the dealership system.
• Attend required meetings and training sessions and adhere to safety policies.

Required profile

• Minimum two years of experience in customer relations or a similar service‑oriented role.
• Strong organizational abilities and effective interpersonal skills.
• Basic knowledge of automotive parts, equipment, and accessories.
• Proficiency with computer systems, particularly a computerized appointment scheduling platform.
• Ability to make sound decisions and work collaboratively across dealership departments.

Required skills

• Computerized appointment scheduling system
• Basic automotive parts knowledge

What we offer

• Access to a wide range of OEM brands, including Toyota and many luxury marques.
• Discounted vehicle purchasing program, RRSP matching, and referral bonuses.
• Comprehensive extended health and dental coverage for full‑time employees.
• Strong focus on training, development, and internal promotion opportunities.
• Collaborative, transparent, and progressive workplace culture with employee recognition programs.