Service BDC Representative

Job Title: Call Center Representative-Service Department

Department: Business Development Center

Reports To: BDC Service Director and Service Manager

SUMMARY

The Business Development Center Service Call Representative focuses on making phone calls to service customers based on priority call lists and assists with incoming calls from service customers.

ESSENTIAL DUTIES

• Essential Duties include the following. Other duties may be assigned.
• Scripts and word tracks must be practiced daily, 100% of the time on every call.
• Role play with co-workers on a daily and/or weekly basis to obtain optimum performance.
• Attend and participate in training sessions
• Each BDC representative will be held responsible for 100 phone calls per day.
• Outgoing and incoming phone calls will monitored for proper customer handling
• Focus on bringing in supplemental service business to the dealership by diligently following on:

• Calling all no show appointments from previous day
• Calling appointment reminders for the next day
• Calling prior day service customers for CSI and survey follow up

• BDC Service needs to schedule 20 appointments a day during the week and 50 appointments each for Saturday the breakfast day.
• BDC must report to the desk at 10, 12,2,4,6 and 7 on progress of the day.
• BDC Service must also assist in the follow up of after service calls.
• Any issues must be brought up to the BDC Service Manager so it can be resolved as soon as possible.
• Understanding how Customer Viewpoint scores work and maintain a score higher than group average in Service is a must.
• Downloads and follows up on all dealership manifest and opportunities lists.
• Answers all inbound profit center calls – sales, service, parts and body shop, as needed
• Have good phone etiquette, good documentation skills, eager to learn and grow in the position
• Immediately report to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees, or customers. 
• Comply with all company policies as required. ie: Meal and rest period policy, timekeeping, etc. Please refer to the Employee Handbook for further detail.
• Complete all required HR training modules in KPA
• Complete all required certification courses respective to position.
• Maintain a valid driver’s license and immediately inform management of any changes in its status.
• Maintain a professional appearance. ie: a high level of personal grooming, hygiene, and uniform appearance. See Employee Handbook for more detail.

MARGINAL DUTIES

Marginal Duties include the following. Other duties may be assigned.

May participates in community activities with product knowledge and informational sessions.

SUPERVISORY RESPONSIBILITIES

QUALIFICATIONS

A successful Business Development Center Service Call Representative needs to have product knowledge, professionalism and empathy that customers look for today. Communication is extremely important in a BDC department as it contributes to team-building with all dealership departments.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• A high school diploma or equivalent; and/or 12 months of call center experience in a dealership.

LANGUAGE SKILLS

• Bilingual is a Plus

MATHEMATICAL SKILLS

REASONING ABILITY

CERTIFICATES, LICENSES, REGISTRATIONS

• Manufacturer Training

 PHYSICAL DEMANDS

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

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 NOTE:  This is not an exhaustive list of responsibilities, skills, duties, efforts or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job , the dealership 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, work load, rush jobs, or technology developments).