Service Business Development Representative

Service Business Development Center

Infiniti of Charlotte is looking for a candidate for our Service Business Development Center. The purpose of this position is to increase the service traffic of the dealer by handling inbound service calls, making outbound calls and producing solid and specific appointments for the service department, thereby increasing revenue.

Job responsibilities include:

• Handling a high volume of inbound scripted telephone calls with the goal of selling a service appointment
• Asking strategic questions to determine which technician, location, or department can best serve the guest
• Dialing a high volume of outbound scripted telephone calls to new prospective clients
• Using rebuttals to overcome objections
• Determining the needs of the guest via telephone and recommending appropriate service with the goal of selling a service appointment
• Confirming guest appointments to ensure high show ratios
• Composing professional emails to customers
• Updating guest contact information on each call
• Using several computer systems at once, on multiple monitors
• Input all appointments in a timely manner.
• Assist service advisors in answering customer questions in regard to logistics and scheduling.
• Help solve guest concerns when applicable and communicate with the advisor and management teams, ensuring accuracy and timeliness of reports.
• Filing, including original Loaner Agreements, and maintain accurate filing system.
• Call back missed appointments.
• Assist parts and dispatch in rescheduling customers with special order parts (may need to consult with service advisors).
• Assist the booking department.
• Perform follow up and report back to advisors and management.
• Perform other duties as assigned by management.
• Regular attendance is essential.
• Work in cooperative, positive & professional manner with all personnel in the company.
• Treat members of the public and customers in a courteous and non-discriminatory manner. Maintain professional demeanor while at work.
• Must conform to the company policy regarding non-discrimination and harassment.