Service Appointment Coordinater (BDC) at West Broad VW-Kia (2284)

PAGE ASSOCIATES INC•Richmond, VA

About The Position

At West Broad VW-Kia, your career can be driven. As part of Page Auto Group, we offer a place where your efforts can be recognized, your skills can develop, and real opportunities are within reach. For nearly 50 years, Page Auto Group has been a trusted, locally owned business grounded in strong values and community involvement. Our ownership actively supports several local charities, showing that we care about more than just business—we care about our community. If you’re ready to take the wheel of your future, we’d love to have you on our team. Our BDC (Business Development Center) Service Agents are tasked with managing 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.

Requirements

Excellent customer service skills and motivation to be successful
Able to multi-task in a fast paced environment
Team player
Advanced computer & phone skills
Minimum typing 35-40 words per minute at minimum
Experience using customer tracking systems to track calls and appointments preferred
Must be at least eighteen years of age
Must be able to pass pre-employment screens (background and drug test)

Nice To Haves

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

Must be able and willing to 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
Agents must adhere to Asbury phone scripts
High volume incoming and outgoing calls, ranging from 50+ calls per day