BDC Service Representative - Hoehn Motors

Job Details

Job Location:

Carlsbad, CA 92008 Salary Range: $19.00 - $19.00 Hourly

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.

• 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, elevate 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.

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.

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

• 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.

• 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.

• 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.

• 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…