Kelley Automotive Group BDC Service Representative

Kelley Automotive Group LLC•Fort Wayne, IN

1d•Onsite

About The Position

The BDC Service Representative works in the Service Department and handles incoming and outgoing customer calls related to scheduling service for Kelley Automotive Group customers. The role supports dealership stores by following up on internet requests, setting service appointments, and entering customer information into Contact Management, the CRM, and ADP. The representative uses approved phone scripts and CRM follow-up processes to contact customers, schedule and confirm appointments, reschedule no-shows, and check appointment outcomes with dealership service managers. The role also responds to customer requests, communicates with relevant departments, and helps facilitate customer service. The position is based in an office setting, primarily working at a computer and organizing paperwork, with regular customer interaction. Weekend and/or holiday hours are required.

Requirements

High school diploma or equivalent.
Ability to read and comprehend instructions and information.
Some computer knowledge and skills.
Professional phone voice and personal appearance.
Excellent communication skills.
Valid driver's license and a good driving record.

Responsibilities

Meet the minimum expectation of setting appointments for 90% of incoming calls.
Make daily outbound calls, setting appointments with 20% of contacts.
Use approved phone scripts when communicating with customers.
Schedule service appointments for all customers who request them through the website.
Schedule and complete follow-up contacts when an appointment has not been set or a follow-up is due.
Use CRM scripts to contact customers and schedule service appointments.
Call customers to confirm scheduled service appointments.
Reschedule appointments for customers who do not show up.
Follow up with dealership service managers to determine whether appointments were kept and their outcomes.
Update customer information in the database, CRM, and ADP.
Generate letters, postcards, and emails according to a predetermined timeline to schedule follow-up reminders.
Contact customers in response to current service marketing initiatives.
Respond to customer requests.
Contact internet customers by email and phone to schedule service appointments.
Follow up on internet customer emails according to a predetermined timeline.
Notify the necessary departments when an appointment is scheduled.
Forward customer concerns to the Client Care Manager or other involved department managers.
Assist departments and staff as needed to facilitate customer service.
Perform other tasks deemed necessary by management.