What are the responsibilities and job description for the BDC Service Representative position at Toyota Santa Maria?
Position: BDC Service Representative
Position Summary
The BDC Service Representative is responsible managing and enhancing customer interactions through our Business Development Center (BDC). As a BDC Service Representative, you will be the initial point of contact for service inquiries and appointments, playing a crucial role in maintaining the dealership's reputation for excellence. You will utilize various communication channels, including phone, email, and online chat, to assist customers with their service needs, schedule appointments, and address any concerns. A key aspect of this position is the ability to maintain a high level of professionalism and customer focus, ensuring that each interaction reflects the values of our dealership. Our ideal candidate will value and represent our core values: Accountability, Sense of Urgency, Integrity, Earn and Deserve, Energy and Enthusiasm, Servant Mindset, and Teamwork.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
- Answer incoming service calls and inquiries professionally and courteously.
- Schedule service appointments efficiently in accordance with customer needs and technician availability.
- Follow up with customers regarding service reminders, outstanding issues, and satisfaction surveys.
- Maintain and update customer records in the dealership's database accurately and timely.
- Provide informative responses to customer questions regarding service offerings, warranties, and promotions
- Coordinate with the service team to ensure the timely completion of customer requests and appointments.
- Assist in the development and implementation of strategies to improve customer satisfaction and retention.
Minimum Qualifications (Knowledge, Skills, and Abilities)
- Proven experience in a customer service role, preferably in the automotive industry
- Strong verbal and written communication skills, with a clear and professional phone demeanor.
- Ability to multitask and manage time efficiently in a fast-paced environment.
- Familiarity with dealership management software and CRM systems is preferred.
- Strong attention to detail and problem-solving skills.
- Positive attitude and high energy with willingness to go above and beyond.