Service BDC Agent

Asbury Automotive•Sandy Springs, GA

About The Position

Asbury Automotive Group is seeking a Service BDC Agent to manage a high volume of inbound and outbound customer calls and emails. The agent identifies customer needs, provides information about service appointment availability, partners with service advisors, researches issues, and provides solutions or alternatives. The role involves scheduling vehicle service appointments, communicating service needs, greeting customers, and providing shuttle schedule information when needed. Agents follow dealership procedures and Asbury phone scripts, collect and document customer information in the customer management system, complete internet lead management service work plans daily, and respond to calls promptly and professionally. The position requires strong customer service, advanced computer and phone skills, the ability to manage multiple tasks in a fast-paced setting, and comfort handling 50 or more calls per day. Candidates must be at least 18 and able to pass background and drug screening. Asbury describes itself as a large franchised automotive retailer focused on guest-centric service and an inclusive, supportive workplace. The company offers compensation, benefits, training, and career development programs.

Requirements

Excellent customer service skills and motivation to succeed.
Ability and willingness to handle a high volume of inbound calls, with 50 or more incoming and outgoing calls per day.
Advanced computer and phone skills.
Minimum typing speed of 35–40 words per minute.
Ability to multitask in a fast-paced environment.
Team-oriented approach.
Must be at least 18 years of age.
Must be able to pass pre-employment background and drug screens.

Nice To Haves

Experience using customer tracking systems to track calls and appointments.
Prior retail, sales, service BDC, receptionist, call center, or sales BDC experience.
Appointment-setting experience.
Proficiency in additional languages.

Responsibilities

Manage high volumes of inbound and outbound calls and emails in a timely manner.
Partner with the service department to schedule vehicle service appointments.
Greet customers and provide shuttle schedule information when needed.
Contact and communicate with customers to identify automotive service needs.
Follow dealership processes and procedures and maintain frequent customer contact.
Document all customer contacts thoroughly in the customer management system.
Complete internet lead management service work plans daily.
Answer calls promptly, professionally, and courteously.
Use Asbury phone scripts to collect pertinent customer information and document it in the system.
Research customer issues and provide solutions or alternatives.

Benefits

Weekly pay
Paid holidays and paid time off
Deferred Holiday Pay Match
Paid training
Stock awards for eligible management and front-line team members
Medical, vision, dental, accident, critical illness, and hospital indemnity insurance plans
Up to 12 weeks paid pregnancy leave (disability leave)
Paid parental leave
Health savings accounts
Flexible spending accounts
Short-term and long-term disability plans
Whole life and term life insurance
401(k) with company match
Digital career path tool
Continuous training through Asbury's Internal Learning Management System
Professional growth and development opportunities
Student loan relief resources
Employee assistance program
Employee discounts on parts and service repairs
Scholarship awards
Paid volunteer hours through community service initiatives
Employee referral program with bonus opportunities