Service Business Development Coordinator

The Service Business Development Coordinator coordinates incoming online and telephone service requests and schedules appointments for THE COLLECTION’s service team, encompassing all brands. The role is key to ensuring the highest level of customer satisfaction by managing communications efficiently and professionally. Quality and Total Customer Satisfaction are at the forefront of THE COLLECTION’s values, and this position is essential in upholding those standards for both internal and external customers.

Key Responsibilities

• Manage a high volume of inbound and outbound calls, emails, and text messages in a timely manner.
• Identify customer needs, provide information on service appointment availability, and assist with booking.
• Partner with service advisors to address customer needs, research issues, and deliver appropriate solutions or alternatives.
• Coordinate daily workloads within the service department with brand managers to ensure seamless operations.
• Conduct follow-ups with “no-shows” or customers requiring further assistance to maintain satisfaction.
• Conduct follow-ups with “no-shows” or customers requiring further assistance to maintain satisfaction.
• Provide professional, courteous, and exceptional customer service, helping to build positive relationships with customers and the service team.
• Maintain customer contact information accurately within the CRM system.
• Provide information on alternative transportation options to customers, as needed.
• Capably manage multiple customer interactions in a fast-paced environment.
• Assist with other responsibilities as assigned by the BDC Manager.
• Participate actively in team training sessions, fostering a positive team environment with sales and dealership management.
  
  
  

Qualifications

• Minimum of 1 year of experience in a call center or similar customer service role.
• Excellent verbal and written communication skills, with a clear and professional telephone voice.
• Proficiency in Outlook, Excel, Word, and Windows file management.
• Strong time management and organizational skills, with exceptional attention to detail.
• Ability to provide a professional appearance and attitude consistently.
• Reliable, with a strong record of attendance and punctuality.
• Must be able to work in a fast-paced, team-oriented environment.
  
  
  

Desired Qualifications:

• Previous experience in an automotive BDC.
• Familiarity with automotive CRM systems, such as CDK and eLeads.
• Bilingual in English and Spanish.
  
  
  

Working Conditions

• Primarily an office-based role within the BDC, with occasional travel for training or events.
• Must have a flexible schedule, including the availability for Saturday rotations.
  
  
  

Physical Demands

• Ability to proofread documents and manage customer data with close and distance vision.
• Ability to travel by car or public transportation as necessary.
• Must be able to use phones, headsets, computers, and office equipment such as fax machines and scanners.
• Regular sitting, standing, walking, twisting, and light lifting under 20 lbs.
  
  
  

At THE COLLECTION, we elevate the luxury automotive experience with unparalleled professional service that distinguishes use from the ordinary. Our team members are the cornerstone of our success, driving our commitment to delivering the best for our discerning clientele. At THE COLLECTION is far from your typical dealership; we are an elite, dynamic team dedicated to excellence, and we are eager to expend our ranks with passionate, driven individuals. If you're excited about joining a fast-paced, high-reward industry, you've found your place. At THE COLLECTION, the possibilities for growth are as limitless as our ambition!

Benefits Overview:

We value our team members and strive to offer a comprehensive benefits package to support your well-being and work-life balance. Our benefits include:

• Medical, Dental, and Vision Insurance
• Supplemental Benefits: Access to additional benefits such as accident insurance, critical illness insurance, and more.
• 401(k) Plan: Generous employer match and a range of investment options to help you plan for retirement.
• Paid Time Off (PTO): Flexible PTO to use for personal time, or illness.
• Vacation: Paid vacation days to recharge and enjoy time away from work.
• Holidays: Paid holidays to celebrate with family and friends.
• Birthday Off: A paid day off to celebrate your special day.
• Closed Sundays: Enjoy a day off every Sunday for work-life balance.
• And Much, Much More: Additional perks and benefits to enhance your overall employee experience.
  
  
  

We are an Equal Opportunity Employer committed to fostering an inclusive and diverse workplace where all individuals are treated with respect and dignity. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law. We encourage applications from all qualified individuals, including those from historically underrepresented groups.

We are dedicated to providing a workplace that is free from harassment, discrimination, and retaliation. We value and promote a work environment that supports and rewards diverse perspectives, experiences, and ideas.