Description

Summary:

The Service BDC specialist is responsible for providing high quality customer service to clients within the service department. The BDC specialist will be required to drive sales of the service department by answering incoming phone calls, scheduling service appointments, and addressing any concerns. Additionally, the BDC specialist is responsible for maintaining accurate logs on the fleet of loaner vehicles, checking vehicles out and back in upon return. The individual in this role is expected to handle themselves professionally and ensure that clients’ needs are addressed.

Essential Duties and Responsibilities:

• Answer incoming service calls
• Book customer service appointments
• Call customers when special ordered parts arrive
• Calls customers with open recalls on vehicle
• Get VIN and mileage from vehicle for service advisor if service advisor is assisting another guest, on the phone or in person.
• Scan, upload, and index other documents as assigned
• Text/IM for guests and flow of service drive- letting service advisor or service manager know if another guest showed up for them or they are needed for something.
• Hourly updating of daily appointment board.
• Appointment confirmation email to the appropriate parties.
• Updating guest information when a guest calls to request address change/remove from mailing list.
• Maintain tire schedule and calendar including making tags, updating tire list, adding storage fees due, and pulling tires
• Maintain loaner vehicles by checking loaners in and out, pull loaners out of fleet and add loaners to fleet, maintaining license plates, IPASS, and RFID tags
• Open and Close Roadside RO’s
• Open and Close Used Car RO’s
• Maintain cameras by changing SIM cards and uploading pictures
• Follow up on insurance claims for damaged loaners
• Follow up and handle parking tickets by determining whom owes and collect necessary fees
• Run and follow up on open RO list
• Maintain RFID tag inventory

• Assists Service Director, General Sales Manager, and Controller with other projects and duties as assigned.
• Other duties as assigned

Qualifications

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.

Educational Requirements

• High School Diploma or GED required
• Associate Degree (A.A.) preferred

Other Qualifications

• Six months to one-year customer service experience
• Must have the ability to establish productive, cooperative relationships with customers, vendors, coworkers and management.
• Must have knowledge of systems such as Microsoft Word and Excel, managing files and records.
• Must utilize effective time management skills and have the ability to work effectively and productively in a fast-paced environment.
• Must have exceptional guest service skills including excellent phone etiquette. Must have excellent verbal and written communication skills.
• Must possess strong organizational skills.
• Must be punctual, dependable, and reliable.
• Must have the ability to work independently on assigned tasks as well as to accept direction on given assignments.