PURPOSE:
BDC Service Representative acts as the liaison between third-party service organization, the client/customers, and service team responsible for supporting the dealership’s service department while providing superior client experiences via telephone.
ESSENTIAL DUTIES:
-
Handle inbound service calls relating to client warranty, recalls, and pre-paid maintenance programs
-
Assist service management and service advisors with overflow of calls relating to all service questions outside of appointments and status updates;
-
Provide information to customers with exceptional service
-
Listen to and help interpret customer’s statements accurately.
-
Keep current with all products and services offered by the company including make and model campaigns, parts, service schedule and customer add-ons;
-
Utilize company scripts;
-
Actively participate in all team meetings, training and events;
-
Maintain accurate files on database and communicate client feedback and trends to management for review;
-
Ensure client satisfaction.
QUALIFICATIONS:
-
High school diploma or the equivalent;
-
One to three years customer service experience or college degree preferred;
-
Excellent verbal and written communication skills;
-
Computer experience;
-
Professional, friendly and enthusiastic disposition;
-
Be self-motivated, organized and have the ability to multi-task;
-
Ability to collaborate with other dealership personnel
-
Must be a team player with impeccable honesty and integrity
-
Maintain a high level of professional personal appearance and conduct
-
Must be available to work Monday through Saturday 7am – 6pm; fluctuating schedules
