Business Development Center Service Concierge Level I

Glendora Chevrolet•Glendora, CA

20d•Onsite

About The Position

The Service BDC Concierge Level I, provides consistent, high-quality communication with service customers through inbound and outbound calls, texts, and emails — increasing appointment volume, customer satisfaction, and retention. The Service BDC Concierge Level I, plays a critical role in promoting Mobile Service and Premium Pick-Up & Delivery options to enhance convenience and customer experience. Must present a professional appearance.

Requirements

High school diploma or general education degree (GED); or one to three months’ related experience and/or training; or equivalent combination of education and experience.
Ability to communicate orally or in written form effectively with co-workers, potential and current clients, Ability to read, analyze and interpret written and verbal instructions.
Ability to write routine reports and correspondence, including writing grammatically correct emails and text messages.
Ability to effectively present information and respond to questions from managers, clients, and customers.
Ability to calculate figures and amounts such as discounts, interest, and percentages. Mathematical skills will be regularly required 5 days a week, 8 to 10 hours per day.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Demonstrate the ability to anticipate and solve practical problems or resolve issues.
The above reasoning abilities will be regularly required 5 days a week, 8 to 10 hours per day.
The employee is regularly required to talk and hear.
The employee frequently is required to walk and reach with hands and arms.
The employee is frequently required to sit or stand as needed.
May require walking primarily on a level surface for periodic periods throughout the day.
Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday.
The employee must have excellent keyboarding skills.
The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25-30 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Responsibilities

Consults regularly with the BDC Manager.
Set up, schedule and monitor service department appointments.
Follow up and reschedule missed or late service department appointments.
Make follow up phone calls to previous day service customers to ensure complete satisfaction.
Discuss during customer follow up calls the importance of responding to CSI surveys.
Bring all customer concerns and complaints to the attention of the Service BDC Manager and or Service/Parts Manager.
Make follow up phone calls to current open recall customers.
Make follow up phone calls to help reach our service retention numbers.
Respond to all service internet leads and set up service department appointment accordingly.
Remains knowledgeable of new products, features, accessories, processes, etc.
Answer inbound Service phone calls throughout the day & direct them to the advisors if necessary.
Respond to any inbound web lead service requests throughout the day & schedule the appropriate appointments for each.
All outbound phone calls will be tracked using our phone portal.
Submit daily activity log to BDC Manager before end of shift including total inbound/outbound calls, appointments set/shown, Mobile Service and Premium Pick-Up & Delivery appointments booked, missed, and declined service follow-ups, and CSI contacts completed.
Participate in weekly review for performance and coaching.
Ready to begin outbound call session by 8:30 AM.
Participate in daily team huddles.
Maintain positive and professional communication at all times.
Strive for continuous improvement in efficiency and customer engagement.
Follow policies and procedures as set forth in Employee Handbook.
Attends meetings and training sessions as scheduled.
Must have the ability to report for work on time, follow directions, interact effectively with co-workers, understand, and follow rules and procedures and accept constructive criticism.
Must use all company data bases and software according to company trained process and procedures.
Any other duties as assigned.
Call all shown appointments from previous day to ensure they had a good experience. If they had a negative experience, please email BDC Manager & the appropriate Manager/s.
Call all missed appointments from previous day & try to reschedule them for another day.