SERVICE DEPARTMENT CALL CENTER AGENT

An Automotive Service BDC (Business Development Center) job involves handling inbound and outbound calls, emails, and text messages to schedule service appointments, follow up on leads, and maintain customer relationships for the service department. Key responsibilities include scheduling appointments, confirming appointments, calling no-shows, generating customer satisfaction calls, managing leads in a database, and responding to online inquiries. A successful candidate requires strong customer service, communication, organizational, and computer skills, as well as a professional and personable demeanor.

Key Responsibilities:

• Appointment Setting: Utilize phone, text, and email to schedule service appointments for customers.
• Follow-Up: Conduct follow-up calls to confirm appointments, check on service satisfaction (CSI calls), and reschedule no-shows.
• Lead Management: Respond to internet leads, manage customer information in the BDC tracker or database, and provide ongoing communication.
• Marketing Initiatives: Contact customers based on dealership marketing campaigns and promotions.
• Customer Service: Maintain a positive attitude, provide excellent customer experience, and direct customers to appropriate service personnel.

• Communication: Strong verbal and written communication skills, including active listening and persuasion.
• Technical Proficiency: Proficient with Microsoft Office, the internet, and dealership CRM software.
• Customer Service: A strong focus on customer satisfaction and enthusiasm for providing excellent service.
• Organization: Excellent organizational and follow-up skills to manage heavy call volume and customer data.
• Professionalism: A professional and personable demeanor, with the ability to handle both positive and negative interactions