Customer Service Representative - Call Center

Service BDC (Business Development Center) Representative

Lum's GMC is looking for an enthusiastic, community-oriented BDC representative to join our growing dealership's service team. You will be responsible for coordinating all incoming appointment requests made via telephone or online, searching for potential maintenance/recall opportunities and acting as a first point of contact for customers.

At Lum's GMC we strive to make every customer a customer for life. Happy employees make happy customers, and we reward individuals who are ready to work hard and stay motivated. Every employee at Lum's GMC is critical to our success. Our promise is to keep delivering the same award winning service and value that our community has come to expect from our dealership through the years.  We make the buying and ownership experience as easy and as enjoyable as possible. Our team is committed to providing our customers with the best vehicle ownership experience from purchase to maintenance and repair. Lum's GMC is committed to giving back to the local community with sponsorships to  the Jason Goodding Memorial Fund, Yamhill County Fairgrounds, Cruising McMinnville, See Ya Later Foundation, With Courage, Yamhill Carlton Together Cares, MV Advancements, Willamette Valley Cancer Foundation, McMinnville Chamber, and the Amity Education Foundation, to name a few. 

To be successful as a BDC representative, top candidates will be fun, loyal, empathetic, professional and personable individuals, with a passion for great customer service. 

Objectives of this role

• Handle a large volume of inbound and outbound calls in a timely manner
• Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary
• Identify customer needs, research issues, resolve complaints, and provide solutions
• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team
• Recommend improvements for systems and processes to boost organizational efficiency

Responsibilities

• Memorize scripts for products and services, and refer to them during calls
• Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
• Identify opportunities for driving sales and revenue of the company’s existing product suite, and seize opportunities to upsell when appropriate
• Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality
• Create and maintain record of daily problems and remedial actions taken, using call-center database
• Leverage data and insights gathered by the call center to recommend and influence process improvements
• Additional duties as assigned

Job Type: Full-time

Schedule: Monday - Friday, 8 a.m. to 5 p.m. with a one hour meal period

Pay: $18-20 per hour with opportunities for performance-based increases

Benefits:

• Health insurance (Employer currently pays 90% of premium for employee-only base plan; family coverage available)
• Dental insurance
• Vision insurance
• Supplemental insurance options available
• 401k (after one year of full-time work)
• Employee Discounts
• Paid Time Off/Holidays
• Holiday Savings Plan
• Employee Demo Program
• Employer Donation Matching
• Employee Referral Program
• Paid Training Opportunities
• Employee Assistance Program
• Fun Work Environment

• Prior customer service experience preferred.
• Good written and verbal communication skills.
• Highly organized, with an ability to learn quickly.
• Proficient with Microsoft Office software and the internet.
• Professional and personable demeanor.
• Valid Driver's License with acceptable driving record.
• Ability to pass a criminal background check and pre-employment drug screen.

Our top candidate embodies the following qualities/skills:

• Staying Calm Under Pressure
• Thinking with Creativity
• Empathy & Friendliness
• Effective Communication Skills & Voice
• Positive & Patient Personality
• Knowledge Retention & Memory
• High levels of organization, speed, & accuracy

IF THIS SOUNDS LIKE YOU WE NEED YOU IN OUR CUSTOMER CALL CENTER!

Take a U-Turn from the usual and apply today!

The Lum Family of Dealerships   CARS.KINDNESS.COMMUNITY.