BDC Representative​/ Call Center Agent​/ Part Time

Hendrick Buick GMC Cadillac (Cary)

Location:

115 Team Hendrick Way, Cary, North Carolina 27511

Summary:

Great location in the Hendrick Auto Mall in Cary, NC. Part Time 9am-3pm Monday-Friday and every other Saturday 9am-3pm $18.50 per hour plus Bonus. Primarily responsible for answering Inbound Service Calls for 12 Hendrick Dealerships and schedule Appointments for Service. Some outbound Service Reminder calls. Chevrolet, Buick, GMC, Cadillac or Chrysler, Dodge, Jeep, Ram experience a plus. Previous Dealership experience helpful but not required.

Supervisory Responsibilities:

This job has no direct supervisory responsibilities.

Essential Duties and Responsibilities include the following:
Answer all incoming phone calls according to a proven, pre-set script, and schedule a service appointment. Log all customer comments into Dealership Management System Confirm scheduled appointments with future customers. Post scheduled appointments in tracking software. Re-schedule “no-show” customer appointments. Follow-up with service department to determine if the appointment was kept and what the outcome was. Schedule future contact as needed.

Maintain and update customer changes in database. Contact current customer base on current marketing incentives. Respond to customer website request (internet inquiries). Contact internet clients via e-mail and phone to schedule a sales or service appointment. Notify necessary departments to inform of appointments set. Forward any customer concerns to the correct department Manager and follow-up. Maintains CSI at or above Company standards Maintains an organized, clean and safe work area Participates in required training Follows Safeguards rules and regulations.

Demonstrates the Company’s Core Values Maintains accurate timekeeping record in timekeeping system. Complies with Company policies and procedures Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties. Other duties as assigned

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 medical conditions to perform the essential functions. Desired

Education:

o GED High School Diploma Field of Study/

Work Experience:

o Call Center o Automotive o Business o Information Technology Desired

Work Experience:

up to 1 year o 3-5 years o 5+ years Education/

Work Experience:

Previous customer service and/or business development experience. Ability to deliver superior customer satisfaction. Certificates and Licenses: o Valid Driver’s License Computer

Skills:

Intermediate knowledge of Microsoft Office products. Intermediate ability and knowledge of Dealership Management System and additional software programs to support operations. Communication

Skills:

Ability to understand and follow instructions. Ability to communicate effectively with customers and company personnel. Strong interpersonal and skills. Attendance Expectations:
The position requires regular and predictable attendance. Scheduled shifts may include evening hours, weekends, and holidays. Physical Demands:
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit; use hands to finger, handle, or feel. Environment Demands:
Duties are performed primarily in the Business Development Center. Work involves continuous contact and interaction with customers and dealership personnel. Work includes movement around dealership facilities. Verbal and Writing Ability:
Ability to read and comprehend instructions, correspondence, and memos. Ability to receive and communicate with customers courteously, efficiently, and professionally. Math Ability:
Ability to add, subtract, multiply and divide. Reasoning Ability:
Ability to apply common sense understanding to carry out instructions. Ability to deal with standardized situations. Core Values:
To perform the job successfully, an individual should demonstrate the following Core Values:
Servant…