SERVICE BDC REPRESENTATIVE

JOB DESCRIPTION

Job Title: Mercedes Service BDC Representative                  

Dept.:  Service

Reports To: Service BDC Manager

FLSA Status: Non-Exempt

Prepared Date: 08/11/2020

SUMMARY

The Service Business Development Representative is the voice of the dealership and receives all incoming service calls, establishes relationships with the customers and schedules appointments for the Service Department.

ESSENTIAL DUTIES

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

• Receive incoming calls to the Service departments
• Coordinates all service appointments; asking qualifying questions and making sure to get detail information from the customer to prepare the Service Advisor for the customers appointment
• Handles telephone inquiries regarding services/maintenance and status of customers vehicle in service
• Reach out to customers after Service visit to ensure customer satisfaction
• Calling customers to alert them of any Recalls pertaining to their vehicle
• Handles and de-escalates guests’ service-related concerns
• Communicating with customers that are using the Service website chat
• Maintaining awareness of monthly service-related promotions
• Scanning closed Repair Orders and insuring accuracy that all paperwork has been properly scanned and file properly.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities. 

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED).  3-6 months related experience and/or training; or equivalent combination of education and experience.

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

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before customers or employees of organization. 

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

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.

While performing the duties of this job the employee is regularly required to sit; stand; bend; use hands to finger, handle, and feel; talk and hear; and reach with hands and arms. Specific vision abilities required by this job include close vision, depth perception, and the ability to adjust focus.  

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.

The noise level in the work environment is usually moderate

Northside Auto Group is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.  If you need a reasonable accommodation for any part of the employment process, please contact us by email at reasonableaccommodation@nsautogroup.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email.