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The Business Development Center (BDC) Representative is responsible for receiving, processing, verifying, and distributing information from inbound calls, to include but not limited to inquiries on new and pre-owned vehicles, internet leads, and providing general information. Employee is also responsible for handling inbound service inquiries, setting and confirming appointments, and making outbound calls regarding various customer care protocols including follow up on missed appointments, vehicle service status, service reminders, parts order status, and after-service follow up.

This is a Temporary position with the possibility of Regular employment.

Position is 100% on-site.

Essential Duties include the following; however, other duties and responsibilities may be assigned.

• Answer incoming calls for various service and sales inquiries and/or appointments.
• Make outbound calls to existing customers for various purposes including scheduling and confirming service appointments, providing vehicle status, follow-up service calls, and providing special programs information.
• Establish and track all guest data and enter into the CRM.
• Interact with customers with an emphasis on customer care by maintaining a friendly, courteous, and professional demeanor and provide accurate information.
• Schedule service appointments, to include date and time, for guests to meet with an Assistant Service Manager to address any service needs.
• Utilize detailed scripts provided by Dealership to ensure customer inquiries and concerns are addressed accurately and consistently and in accordance with Dealership and manufacturer objectives.
• Promptly and accurately enter all customer data, including name, date/time of call, nature of communication, and any other relevant information into the CRM.
• Complete all (100%) “To-Do’” items, as assigned to the Employee in the CRM, on a daily to ensure timely customer care and follow up.
• Adhere to Dealership’s policies regarding the National Do Not Call List and Privacy Acts.
• Follow-up in a timely manner on all internet leads as directed by management, policy and/or procedures.
• Obtain assistance when the need arises to move outside the call center and to communicate with the dealership management or front-line employees on behalf of the customer.
• Perform other duties, as assigned.

Base Hourly Rate of $21.00 plus incentive pay based on individual performance, which can range from $0.00 (if baseline benchmarks are not met) without any fixed upper limit.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The individual should possess:

• High School diploma or equivalent.
• Previous customer service experience
• Sales experience required.
• Requires strong communication skills to work effectively with customers.
• Excellent follow through and follow-up skills.
• Proficiency in Microsoft Word, Excel, PowerPoint and Outlook.
• Able to problem solve and handle a variety of issues.
• Must be self-motivated and able to follow direction and able to work independently or as a team.
• Ability to multi-task projects, establish priorities, work independently and organize effectively.
• Must be detail orientated and be able to work under pressure.

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

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. Individual will be required to:

• Spend a significant amount of time on the telephone and in front of a computer.
• Frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• Occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl.
• Frequently lift and move up to 10 pounds and occasionally lift and move objects up to 25 pounds.

The above job description is only intended as a summary of the position’s responsibilities and does not include all duties that may be required to satisfactorily perform the job.

This is a Temporary position with the possibility of Regular employment.

The Dealership is an equal opportunity employer and maintains a drug and alcohol-free workplace.