BDC Service Representative

SUMMARY

Responsible for fielding inbound communications and making outbound communications in order to create selling opportunities for the Parts Departments and the Service Departments of multiple dealerships. Communication methods include phone, email, text message, and social media.

ESSENTIAL DUTIES

• Generate service appointments in order to promote greater revenue for the profit centers of multiple Hoehn dealerships.
• Request and record all necessary customer contact information and vehicle information prior to the date of an appointment.
• Communicate effectively with service customers within established time frames in a manner that is pleasant and professional.
• Efficiently record all customer interaction activity in the customer database system, which includes entering notes in a timely basis as well as writing in a professional, clear, and grammatically correct manner.
• Complete outbound campaigns within the timeframe established by the BDC Manager.
• Field inquiries from customers regarding work in progress and direct the inquiry to the appropriate Service Advisor. When necessary, escalate the customer inquiry to the Service Manager or the BDC Manager.
• Contact customers who miss same-day appointments within 30 minutes of the stated time of their appointment in order to inquire as to their status. Contact customers who do not show for an appointment scheduled for a previous day in order to offer to reschedule their appointment.
• Effectively manage special tasks as assigned by the BDC Manager to contribute to overall success of the BDC team, the Parts Department, the Service Department and the Hoehn Motors organization.
• Partner with dealerships to understand their clientele, client’s expectations, and their brand-specific needs.
• Provide daily, monthly, and quarterly progress updates to the BDC Manager and keep the BDC team informed on relevant concerns.
• Establish personal income goals that are consistent with BDC standards of productivity and devise a strategy to meet those goals.
• Attend weekly BDC team meetings as set by the BDC Manager.
• Maintain a professional appearance and keep work area clean.
• Promote and advise customers about the features and benefits of the dealership and group websites for scheduling service appointments.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

No prior experience or training is required but experience working in a customer service environment or a call center environment is preferred.

TECHNOLOGICAL APTITUDE

• General computer, email, and word processing skills.

• Ability to quickly become proficient in using various software and web-based systems, especially the customer database system and the service appointment scheduling system.

• Ability to quickly become proficient in using the dealership’s telephone system.

LANGUAGE AND COMMUNICATION SKILLS

• Ability to communicate courteously, professionally, and effectively over the telephone and by electronic messaging

• Ability to write simple but professional correspondence.

• Ability to respond to common inquiries from customers.

• Ability to retain and communicate general service department information.

• Ability to read, analyze, and interpret documents such as customer and internal email/electronic correspondence, repair orders, company memos, safety rules and training material.

MATHEMATICAL SKILLS

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

• Ability to apply common sense understanding to carry out detailed instructions given in written or oral form.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where limited standardization exists.
• Ability to recognize tasks that need to be completed according to Dealership standards.

CERTIFICATES, LICENSES, REGISTRATIONS

At time of hire:

• Valid Driver's License
• Must be insurable by Company Standards Post Hire:
• Compliance and Environmental Health and Safety training (as directed by management)

Activities

The chart below indicates the scope and comparative time spent performing each activity:

Lifting/Moving

The employee must occasionally lift and/or move up to 10 pounds.

Vision Abilities

Specific vision abilities required by this job include:

• Close vision (clear vision at 20 inches or less)
• Distance vision (clear vision at 20 feet or more)
• Peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point)
• Ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to work near moving mechanical parts and outdoor weather conditions. The employee is occasionally exposed to fumes or airborne particles. The noise level in the work environment is usually moderate.