Automotive Call Center Representative - Porsche Natick

Asbury Automotive•Natick, MA

10d•Onsite

About The Position

Asbury Automotive Group (NYSE: ABG), a Fortune 500 company and one of the largest franchised automotive retailers in the United States, is seeking an energetic, customer-focused BDC Service Agent to join our team at Porsche Natick. We are redefining the traditional dealership model through innovative technologies and a commitment to our team members, guests, and partners. Our culture, grounded in our North Star and Compass and powered by our DRIVE values, focuses on the vision of becoming the Most Guest Centric Automotive Retailer. At Asbury, we work together to provide exceptional experiences for our guests while promoting a fun, supportive, and inclusive environment where team members can thrive both personally and professionally. We have been recognized as one of the best places to work by both Newsweek and US News & World report. The BDC Service Agent will have the opportunity to make a positive impact on our business and in the lives of our team members and customers every day. This role is tasked with managing large amounts of inbound/outbound calls and emails in a timely manner, identifying customer needs, providing information on service appointment availability, partnering with service advisors, researching issues, and providing solutions or alternatives.

Requirements

Excellent customer service skills and motivation to be successful.
High volume incoming and outgoing calls, ranging from 50+ calls per day.
Advanced computer & phone skills.
Minimum typing 35-40 words per minute at minimum.
Able to multi-task in a fast-paced environment.
Team player.
Must be at least eighteen years of age.
Must be able to pass pre-employment screens (background and drug test).

Nice To Haves

Experience using customer tracking systems to track calls and appointments preferred.
Prior retail, sales, service BDC, receptionist, call center, or sales BDC experience preferred.
Appointment setting experience a plus.
Various language proficiency is always a plus.

Responsibilities

Manage large amounts of inbound/outbound calls and emails in a timely manner.
Identify customer needs, provide information on service appointment availability.
Partner with the service advisors.
Research issues and provide solutions or alternatives.
Receive a high amount of inbound calls.
Partner with the service department to schedule vehicle service appointments.
Greet customers and provide information on shuttle schedule if needed.
Contact and communicate with customers to identify automotive service needs.
Follow all dealership processes and procedures, high frequency of contact with customers.
Thorough documentation of all contacts within the customer management system.
Complete internet lead management service work plans on a daily basis.
Answer all calls in a prompt, professional and courteous manner.
Use scripts to collect all pertinent customer information and document in the system accordingly.
Adhere to Asbury phone scripts.

Benefits

Weekly pay
Paid holidays & paid time off
Paid training
Stock Awards (select management and front-line team members eligible)
Insurance: medical, vision, dental, accident, critical illness and hospital indemnity plans
Up to 12 weeks paid pregnancy leave (disability leave)
Paid Parental Leave
Health savings
Flex spending accounts (tax-free)
Short-term and Long-term disability plans
Life Insurance (Whole Life and Term)
401k with company match
Pet Insurance
Digital career path tool to assist with career development
Continuous training through Asbury's Internal Learning Management System
Professional growth and development opportunities.
Technician Student loan relief resources
Employee assistance program
Employee discounts on parts and service repairs
Scholarship awards
Opportunities to join our community service initiatives, which includes paid volunteer hours
Employee referral program with bonus opportunities