The BDC Service Administrator is responsible for developing, processing, managing, following up and tracking all customers as it pertains to service departments within a dealership. This individual completes all reports and administrative procedures as required.

The BDC Service Administrator is supervised by the Service Director.

ESSENTIAL FUNCTIONS AND DUTIES

• Lead customer relations process management.
• Develop accountable, continuous improvement plans.
• Gather accurate customer information to create a database for continual follow-up and retention.
• Utilize computer skills within our internet department to increase appointments, sales and customer retention.
• Utilize phone skills to follow up with customers about their experience, resolve any issues or concerns that they may have encountered and send any major issues to the Service Director.
• Utilize phone skills to set solid appointments with daily customer call-ins, previous customers, referrals, and service customers.
• Other duties as assigned.
• Constructively communicate with other dealership personnel as required to satisfy customer needs.
• Report to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its personnel, or customers.
• Maintain personal grooming, hygiene, and uniform standards according to departmental policies.
• Arrive at work, take breaks, and depart work at the times designated by management.
• Attend meetings and trainings as scheduled.
• Ensure that work areas and customer waiting areas are kept clean.

PERFORMANCE MEASUREMENTS/EXPECTATIONS

• Achieve at or above 100% of region with service satisfaction scores.
• Set a daily prescribed number of service appointments

ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITIES

• Customer Service Orientation – actively looking for ways to serve our customers.
• Active Listening – give full attention to what other people say, take time to understand the points being made, ask questions as appropriate, and do not interrupt at inappropriate times.
• Speaking – communicate information effectively when talking to others
• Time Management – manage one’s own time
• Typing – ability to type efficiently
• Mathematics – using mathematics to solve problems.
• Basic computer skills

PHYSICAL DEMANDS AND WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

• Physical Demands: Standing, walking over 2/3 of the time, sitting to 2/3 of time, kneeling/crouching to 1/3 of time, reaching with hands and arms to 2/3 of time, talking or hearing over 2/3 of time, move, transport or place up to 1/3 of time up to 25 pounds.
• Working Conditions: Moderate noise, indoor office environment, and considerable use of telephone, computer and other office equipment.

NOTE: This job description applies only to the specific employing entity and location of an individual’s employment.

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments).

• High school graduate or equivalent.
• 18 years or older
• Possess an acceptable driving record and valid driver’s license in state of residence
• A criminal history background check will be conducted prior to beginning employment
• Clear pre-employment drug screen