Description

Job Summary: Under the general direction of the BDC Manager, the Customer Service Representative is responsible to answer all incoming phone calls according to management approved incoming call training and word tracks for Chevrolet, Hyundai, Kia and Mitsubishi dealerships..

Position description: The position requires excellent communication and record keeping skills in assuring the Chevrolet/Hyundai/Kia/Mitsubishi car BDC department operates at peak efficiency. The main purpose of this position is to offer a higher level of customer convenience by opening more and more effective lines of communication. The BDC Representative’s main attention is the incoming call from clients or potential clients.

Essential Duties and Responsibilities: These include the following duties; however, other duties may be necessarily performed:

• Required to represent self on the phone in a courteous and professional manner
• All calls should be answered in the first two rings
• Oil changes only will be scheduled as per customer’s request regardless of other scheduling circumstances
• Questions or issues concerning schedule availability are to be directed to the appropriate department manager 
• Responsible to maintain work station during operating hours. Necessary communication with service writers is to be done by Mike Kelly Automotive e-mail with copy to Department Manager
• Responsible to accurately collect customer’s name, multiple phone numbers and e-mail addresses from all incoming service calls
• Responsible to verify and correct if necessary all information for existing customer’s profile
• Responsible to create and verify profile for new customer, and note the location of the specific department and parking areas for effective repair activities
• Required to follow procedure for Inbound Phone appointment:
  1. Maintain open week view of available time slots for ease in scheduling
  2. Determine if customer wants a morning or afternoon appointment
  3. Provide options for the customer within their requested time frame
  4. Provide earlier options (i.e. drop-off appointment with shuttle driver delivery) If appointment has more than three days scheduling
• Required to call lists of customers provided by each service department on a weekly basis. Information to be discussed with each customer follows:

 1. Thank them for their business;

 2. An attempt must be made to contact each person; leave message, return calls at various times until person is reached.

 3. Ask if customer was completely satisfied with their visit, and if not, provide the customer’s e-mail address and complaint issue to manager.

4. Remind customer of the manufacturer survey they will receive and the importance of returning it promptly.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.