Service Appointment and Customer Care Specialist

Job Description

Job Description

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