Service BDC Mercedes Benz of North Olmsted

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North Olmsted, OH, US

30+ days ago Requisition

Salary Range: $14.00 To $14.00 Hourly

Service BDC – Business Development Consultant

Job responsibility but not limited to this list.

• The Service BDC Consultant responds to customer service and parts inquiries and delivers exceptional service to them. A friendly voice, coupled with a “can do” attitude and a driven commitment to complete customer satisfaction are required skills to succeed in this role.
• A hands-on, highly responsive customer advocate. Listening skills are critical to understanding and immediately handling customer needs. The Specialist must be goal driven to achieve specific performance targets:
  Fast response times, service appointments set & show, outbound calls and service campaign sales.
• Handles incoming customer inquiries from phone, email and online chat sources. Specialists also engage customers with outbound phone, email chat and text communications. Specialists must be outgoing, persuasive and results driven in all communications. Outstanding verbal and written communications are required. Specialists work in a TEAM culture, interacting frequently each day with service department personnel to ensure customer needs are met ASAP.
• Customer contact activities will be managed and recorded in advanced software applications. Specialists will constantly interact with software and telephony, completing their activities and documenting the outcomes. Customer follow-up schedules, along with phone and chat scripts will empower a Specialist to serve customer needs and achieve performance targets. Specialists must be able to multi-task very quickly in these software applications.
• The ideal candidate is highly self-motivated, with call center or customer contact experience. Automotive experience is a plus. Must be willing to spend extensive time on the phone, handling 100+ incoming/outbound calls each day. Specialists must be technologically inclined. Speed, accuracy and attention to details are required skills.
• Candidates must be willing to work a flexible schedule of 40 hours per week, including nights and Saturdays.
• Understand and apply the Bernie Moreno commitment to exceptional customer satisfaction.
• Willing to learn new techniques, practices, software and telephony applications.
• Hands on customer contact. Incoming and outbound calls, online inquiries and chat requests. Engage customers, provide requested information and handle all needs.
• Relentless customer follow-up to ensure ALL needs are met and goals achieved.
• Team focus, willing to work with ALL associates in a collaborative work setting.
• Utilize advanced telephony and software to schedule work activities, document customer contacts, etc.
• Manages all required paperwork and records.
• Continually learn about product updates, features, accessories, inventory and their benefits to the customer.
• Attend training sessions and meetings as required.
• Follow all company policies and procedures.
• Performs other duties as assigned
• Demonstrates behaviors consistent with the Company’s Values in all interactions with customers, co-workers, and vendors