BDC Service Agent - Nalley Toyota Stonecrest

Asbury Automotive Group • Stonecrest, GA

7d

About The Position

BDC (Business Development Center) Service Agents manage high volumes of inbound and outbound calls and emails. They identify customer needs, provide information about service appointment availability, partner with service advisors, research issues, and offer solutions or alternatives. Agents handle frequent customer contact, schedule vehicle service appointments, greet customers, and provide shuttle schedule information when needed. They follow dealership processes and procedures, document customer contacts in the customer management system, complete internet lead management service work plans daily, and use dealership phone scripts to collect and record customer information. The role handles 50 or more calls per day and requires courteous, prompt, professional customer service.

Requirements

• Excellent customer service skills and motivation to succeed.
• Ability and willingness to receive a high volume of inbound calls.
• Ability to handle 50 or more incoming and outgoing calls per day.
• Advanced computer and phone skills.
• Minimum typing speed of 35–40 words per minute.
• Ability to multitask in a fast-paced environment.
• Team-player attitude.
• Must be at least 18 years old.
• Must pass pre-employment background and drug screens.

Nice To Haves

• Experience using customer tracking systems to track calls and appointments.
• Prior retail, sales, service BDC, receptionist, call center, or sales BDC experience.
• Appointment-setting experience.
• Proficiency in additional languages.

Responsibilities

• Manage a high volume of inbound and outbound calls and emails in a timely manner.
• Identify customer needs and communicate with customers to determine automotive service requirements.
• Schedule vehicle service appointments in partnership with the service department.
• Provide information about appointment availability and shuttle schedules when needed.
• Partner with service advisors, research customer issues, and provide solutions or alternatives.
• Follow dealership processes, procedures, and Asbury phone scripts.
• Document all customer contacts thoroughly in the customer management system.
• Complete internet lead management service work plans daily.
• Answer calls promptly, professionally, and courteously.
• Use scripts to collect and enter pertinent customer information.

Benefits

• Weekly pay
• Paid holidays and paid time off
• Paid training
• Stock awards for select management and front-line team members
• Medical, vision, dental, accident, critical illness, and hospital indemnity insurance plans
• Up to 12 weeks of paid pregnancy leave (disability leave)
• Paid parental leave
• Health savings and flexible spending accounts
• Short-term and long-term disability plans
• Whole life and term life insurance
• 401(k) with company match
• Pet insurance
• Digital career path tool
• 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
• Community service initiatives, including paid volunteer hours
• Employee referral program with bonus opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed