Service BDC Administrator

Lithia & Driveway • Reno, NV

5d

About The Position

The Service BDC Administrator leads customer relations process management at assigned dealership locations. The role observes, installs, and trains approved customer-relations processes to keep the customer perspective central, and develops accountable continuous-improvement plans in collaboration with dealership leadership. 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 role follows up on customer experiences, addresses concerns, escalates major issues for review, and sets appointments with customers and leads from a range of sources. Other duties may be assigned.

The position requires open availability to support dealership operations and customer demand, including flexible scheduling, evenings, weekends, and holidays. Pay is $17.00–$22.00 per hour, depending on experience.

Requirements

• At least 2 years of customer service experience.
• Efficient typing ability.
• Ability to use mathematics to solve problems.
• Basic computer skills.
• High school graduate or equivalent.
• Must be 18 years or older.

Responsibilities

• Lead customer relations process management at assigned stores by observing, installing, and training approved customer-relations processes.
• Develop continuous-improvement plans for assigned stores through observations and meetings with the GSM/LSMS Coordinator.
• Gather accurate customer information to build a database for ongoing follow-up and retention.
• 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 and leads, including sold and unsold floor traffic, previous customers, referrals, conquest leads, and service and parts customers.
• Perform other duties as assigned.

Benefits

• Competitive pay
• Medical, dental, and vision plans
• Paid holidays and PTO
• Short- and long-term disability
• Paid life insurance
• 401(k) retirement plan
• Employee stock purchase plan
• Lithia Learning Center
• Vehicle purchase discounts
• Wellness programs

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED