What are the responsibilities and job description for the Business Development Center Representative Lead position at Conant Automotive Resources LLC?
Location: Cerritos (On-site) | Full-Time | Hourly Rate: $25/hr
Norm Reeves Auto Group is a nationally-recognized group of privately-owned retail automotive dealerships located in Southern California, Texas, and Florida including the #1 Honda Retail Dealer in California. With a history dating back to 1963, our group has established a reputation for innovation, integrity, and customer-centric services. We are expanding rapidly and are looking for talented individuals that are eager to grow their careers while the company continues to expand!
What You’ll Do:
- Live monitors the call queue and length of inbound and outbound calls with the goal of improving exceptional client experience, improving ring time, guest hold time, and call time
- Provide coaching and feedback to Service Coordinators
- Enforce Policies and Procedures and adherence to the job responsibilities of the Service Coordinators.
- Lead the Service Coordinator team by displaying outstanding telephone & customer service skills
- Master and follow all training materials, including call guides and operational software to accurately set inbound service appointments.
- Participates in the interviewing and selection BDC Representative candidates
- Promptly and professionally answer multiple inbound phone calls. The number one goal is to set scheduled appointments with the service department while creating customer amazement; by leaving the customer feeling very positive about their telephone interaction.
- Proactively contact customers to remind them of set appointments, reschedule missed appointments, and contact those customers who are overdue for service maintenance.
Qualifications:
- High school diploma or equivalent; some college coursework preferred.
- Supervisor experience in a call center environment preferred
- Knowledge of automotive services, maintenance, and repair terminology is a plus.
- Strong communication skills, both written and verbal.
- Proficiency with computer systems and CRM software.
- Excellent organizational and time-management skills.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Customer-focused attitude with a commitment to delivering exceptional service.
- Flexibility to work evenings, weekends, and holidays as needed.
Requirements:
- Reliable transportation.
- Willingness to undergo training and stay current on automotive service trends.
- Commitment to maintaining a professional and courteous demeanor when interacting with customers.
- Ability to handle high call volumes and stressful situations calmly and professionally.
- Full-time availability. You’ll also need to be at least 18 years old
- Strong communication skills with both Norm Reeves staff and guests
- Be able to work comfortably both with guests in-person and via phone calls
- A professional appearance and work ethic
- Excellent organizational and follow-up skills
- Ability to multi-task in a fast-paced environment
What We Offer:
- Unlock Your Potential – Free Training & Limitless Advancement Opportunities to Skyrocket Your Career Growth.
- Invest in Yourself – Tuition Reimbursement
- Health and Wellness First – Comprehensive Medical, Dental, and Vision Plans to Keep You and Your Family Thriving.
- Enjoy Complimentary Group Life Insurance for Added Peace of Mind.
- Your Network, Your Success – Employee Referral Bonus Program - Earn While Building a Stronger Team.
- Shop and Save with our generous discounts on Sales, Service, and Parts at Any Norm Reeves Location.
- Secure Your Future - Build Wealth with 401k Matching
- Smart Savings, Smart Choices – Section 125 Cafeteria Plan & Flexible Spending Account - Save on Taxes for Qualified Expenses.
Salary : $25