Service Appointment and Customer Care Specialist

Business Development Center Representative

The Business Development Center Representative (BDC Rep) handles inbound service reservation calls, confirms service reservations, performs outbound follow-up calls for due, overdue service clients; Special Order Parts (SOP) notifications; “we owes” scheduling calls and any additional outbound calls requested by management.

The BDC Rep must possess outstanding communication skills, a cheerful and enthusiastic disposition, and the ability to speak articulately. In addition, the BDC Rep must display great work ethics, project a “can do” attitude in the face of change, enjoy conducting outbound telephone calls with enthusiasm and support the goals and vision of the team.

RESPONSIBILITIES

• Manages all incoming service appointment queries (either phone/text/e-mail) by scheduling appointments, confirming pending appointments, following up with missed appointments, etc.
• Responses (word tracks) in order to accurately answer all guest’s questions
• Keep current with service specials, all direct mail pieces, and recall notices from the manufacturer.
• Transfer phone calls to Service Advisors
• The ability to work flexible hours, to possibly include weekends
• Being punctual to work and when returning from lunch and break with a full adherence to set schedule.
• Following the “Client Care Center Policies and Procedures” manual.
• Performs other duties as assigned

QUALIFICATIONS

• Previous experience in a similar position (administrative, clerical, call center, customer service, etc.) preferred
• Proficient operational software techniques for DMS, Service CRM and any additional dealer-specific software.
• Working knowledge of the industry
• Helpful attitude and friendly demeanor
• Highly professional and dependable
• Excellent communication, customer service, and problem-solving skills, including the ability to maintain composure under stress
• Strong organizational and time management skills
• Excellent telephone skills
• Strong computer and internet skills

BENEFITS

• Competitive Pay
• Paid Time Off (PTO) after one year of employment
• 401(k)
• Medical Insurance
• Dental Insurance
• Life Insurance
• Excellent Advancement Opportunities