Service Business Devp Center Representative

Description

Job Title:
Service Business Devp Center Representative

Company:
Country Side Automotive

Pay:
Based on experience

Most rewarding 401(k) retirement plan in the Industry!

Medical / Dental / Supplemental Insurance

Paid Time Off

Paid weekly

We are a privately owned COMMUNITY ORIENTED company.

Our Team Members put CUSTOMER SERVICE as their 1st PRIORITY!

Our Team Members are team players and work well with their team including being engaged and displaying pleasant and enthusiastic attitude.

All Team Members are treated fairly with dignity and respect.

• Make outbound calls to customers for recommended and scheduled maintenance, declined services, recalls, campaigns, and other service opportunities.
• Respond promptly to inbound customer calls, texts, emails, and internet inquiries.
• Schedule service appointments accurately according to dealership procedures and available service capacity.
• Confirm upcoming appointments and reduce no-shows through timely customer reminders.
• Reschedule canceled or missed appointments and maintain consistent follow-up.
• Provide customers with basic information regarding dealership service offerings, hours, location, appointment availability, and transportation options.
• Clearly communicate appointment expectations, including drop-off procedures and estimated time requirements when provided by the Service Department.

• Contact customers whose vehicles are due or overdue for recommended maintenance.
• Follow up with customers who declined recommended repairs or services.
• Follow up with customers after their service visit to encourage future service retention and customer satisfaction.
• Assist with customer retention campaigns and manufacturer/dealership service marketing campaigns.
• Maintain appropriate follow-up schedules and document all customer contacts.

• Accurately document all customer contacts, appointments, concerns, and follow-up activities in the dealership's CRM and/or approved systems.
• Maintain accurate customer contact information.
• Review customer history and available vehicle information before contacting customers.
• Ensure appointments are properly entered into the dealership's scheduling system.
• Follow dealership procedures for appointment coding, source tracking, and customer communications.

• Work closely with Service Advisors, Service Managers, technicians, and other dealership personnel to ensure appointments are properly scheduled.
• Communicate customer concerns and special requests to the appropriate Service Advisor.
• Monitor appointment schedules and help identify opportunities to fill open service capacity.
• Notify appropriate personnel of changes, cancellations, special customer needs, or other appointment-related issues.
• Follow dealership procedures regarding loaner vehicles, shuttle transportation, waiting appointments, and other customer accommodations.

• Provide a professional and positive customer experience during every interaction.
• Handle customer questions and concerns courteously and efficiently.
• Recognize when a customer concern requires escalation to a Service Advisor, Service Manager, or other appropriate dealership representative.
• Maintain professionalism when dealing with upset or dissatisfied customers.
• Protect customer privacy and follow dealership policies regarding customer information.

• High school diploma or equivalent.
• Excellent verbal and written communication skills.
• Professional telephone manner.
• Strong organizational and time-management skills.
• Ability to work independently and as part of a team.
• Ability to manage multiple customer interactions and follow-up tasks.
• Basic computer skills and ability to learn dealership software and CRM systems.
• Reliable attendance and punctuality.

• Previous automotive dealership experience.
• Previous BDC, call center, customer service, or appointment-setting experience.
• Experience with a dealership CRM and/or service scheduling software.
• Knowledge of basic automotive maintenance and service terminology.
• Experience working in a high-volume customer service environment.

• Ability to sit and work at a computer for extended periods.
• Ability to operate a telephone and computer system.
• Ability to communicate effectively with customers and dealership personnel.