We are seeking a highly motivated and customer-focused Service BDC Representative to join our team. The ideal candidate will possess excellent communication and interpersonal skills, a passion for providing outstanding customer service, and a strong work ethic. This role involves handling inbound and outbound communications related to the service department, scheduling appointments, and ensuring a seamless customer experience.
Responsibilities:
- Handle a high volume of inbound and outbound calls and online inquiries related to service appointments, vehicle maintenance, and customer questions.
- Schedule service appointments efficiently, considering technician availability, service bay capacity, and customer preferences.
- Utilize CRM software to track customer interactions, service history, and preferences, ensuring personalized communication.
- Proactively contact customers for appointment reminders, follow-up after service visits, and to promote service specials.
- Generate leads for service work, such as by contacting customers whose warranties are expiring.
- Provide exceptional customer service, addressing customer concerns promptly and professionally.
- Maintain accurate records of customer interactions and service appointments.
- Coordinate effectively between customers, service advisors, technicians, and other dealership departments.
- Ensure customer satisfaction by providing timely updates and addressing any concerns efficiently.
- Meet or exceed performance goals related to appointment setting and customer satisfaction.
- Assist with other administrative tasks as needed.
Qualifications:
- Atleast a year of experience in a customer service, sales, or call center in the automotive industry is required
- Must be able to pass drugtest and background check
- Driver's License and clean DMV record
- Bilingual is preferred
- Excellent communication skills, both verbal and written.
- Strong interpersonal skills and the ability to build rapport with customers.
- Proficiency in using CRM software and other computer applications.
- Ability to multitask and prioritize in a fast-paced environment.
- Strong organizational and time management skills.
- Positive attitude and a strong work ethic.
- Ability to work independently and as part of a team.