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Service BDC Representative in Bronx, NY at BRAM

Date Posted: 11/30/2018

Job Snapshot

Job Description

The Automotive Service BDC Representative will be responsible for handling scripted and unscripted inbound and outbound calls, and setting appointments for the Service Department. This position is classified as non-exempt from applicable wage and hour laws. Following is a list of certain minimum required duties, responsibilities and qualifications associated with the position, subject to applicable law. This list is not all inclusive and may be amended or supplemented as business needs dictate.

Job Duties and Responsibilities:

  • Ensures excellent service standards and maintains high customer satisfaction
  • Follows BDC scripts and guidelines on all calls and e-mails
  • Responsible for being professional, courteous, and knowledgeable on each call
  • Responsible for maintaining minimum quota requirements as outlined by management
  • Monitors and contacts dealership and third party leads and inquiries
  • Collaborates with service advisors to schedule service appointments
  • Maintains a general understanding of the repair process and explains the process to our customers
  • Addresses customer concerns and escalates them to managers as needed
  • Directs customers to the appropriate departments as needed
  • Follows up after customer service visit to ensure customer satisfaction
  • Follows company safety procedures and policies

Job Requirements

Job Qualifications:

Subject to applicable law, individuals employed in this position must demonstrate the following qualifications and competencies. This list is not all --inclusive and maybe amended or supplemented as business needs dictate.

  • Individuals employed in this position must be able to stand, sit and mobilize through various dealership work areas (sometimes for extended periods) in connection with their sales and customer and customer service duties
  • Individuals employed in this position must have excellent customer service skills and interpersonal communication skills; cultural sensitivity and demonstrates ability to work with diverse people groups
  • Individuals employed in this position must have excellent verbal and written communication skills, including the ability to effectively present information and respond to questions and management
  • Individuals employed in this position must have excellent organizational skills and attention to detail
  • Individuals employed in this position must be able to establish rapport and build relationships with customers
  • Individuals employed in this position must demonstrate sufficient computer literacy
  • Individual employed in this position must possess a positive attitude and commitment to adhere to and administer company policies, procedures and standards
  • Individuals employed in this position must have required factory certifications