Service BDC Administrator

Lithia & Driveway•Reno, NV

6d•$17 - $22

About The Position

The Service BDC Administrator leads customer relations process management at assigned dealership locations. The role supports implementation and training of approved customer-relations processes, develops continuous-improvement plans, and helps ensure the customer perspective is prioritized. The administrator gathers customer information for follow-up and retention, maintains knowledge of products, pricing, events, and promotions, and uses computer and phone skills to increase appointments, sales, and customer retention. The position also follows up with customers about their experience, addresses concerns, escalates major issues, and sets appointments with customers and leads from a variety of sources.

Requirements

At least 2 years of customer service experience.
Ability to type efficiently.
Ability to use mathematics to solve problems.
Basic computer skills.
High school graduate or equivalent.
Must be at least 18 years old.

Responsibilities

Observe, install, and train approved customer-relations processes at assigned stores.
Develop accountable continuous-improvement plans through observations and meetings with the GSM/LSMS Coordinator.
Gather accurate customer information to create a database for ongoing follow-up and retention.
Build and maintain knowledge of product information, current sales pricing, and dealership and manufacturer events and promotions.
Use computer skills within the internet department to increase appointments, sales, and customer retention.
Follow up with customers by phone about their experience and resolve issues or concerns.
Refer major customer issues to the LSMS Coordinator or General Manager for further review.
Set appointments by phone with customer call-ins, sold and unsold floor-traffic leads, previous customers, referrals, conquests, other leads, and service and parts customers.
Perform other duties as assigned.