Service BDC Agent

Norfolk Motor Company•Norfolk, NE

About The Position

Norfolk Auto Center is seeking an enthusiastic and motivated Service BDC Agent to join its team in Northeast Nebraska. The BDC Agent schedules service reservations and provides customers with information about their scheduled service. The role focuses on contacting service customers to assess their experience and share feedback, keeping informed about the status of customers’ vehicles while they are at the dealership, and notifying customers when special-order parts arrive. Success in this position requires strong interpersonal skills, a genuine desire to serve customers, a positive attitude, and a willingness to work as part of a team. The company is family owned and operated, promotes from within, and describes this role as an opportunity to build a career with a growing organization. Norfolk Auto Center is an Equal Opportunity Employer and is committed to a safe, drug-free work environment. Applicants must be willing to complete a pre-employment background check and have a valid driver’s license and satisfactory driving record.

Requirements

Must be at least 18 years old to be covered by CMC/NMC’s automobile insurance.
Must speak and write English fluently.
Valid in-state driver's license and satisfactory driving record.
Must pass background checks and be willing to submit to a pre-employment background check.
Ability to read and comprehend instructions and information.
Professional personal appearance.
Ability to collaborate, cooperate, and communicate information that may not be straightforward.
Ability to use Microsoft Office Suite, including Word, PowerPoint, and intermediate Excel; manage files; and navigate network, web, and Windows environments.
Ability to use in-house software efficiently.
Ability to identify alternatives, make decisions, and solve problems.
Ability to work effectively in a collaborative team setting.
Ability to respond to callers promptly and professionally and refer them to the appropriate resource.
Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals, and to compute rates, ratios, and percentages.
Ability to understand and define problems, collect data, establish facts, and draw valid conclusions.

Nice To Haves

One to two years of previous call center or customer service experience; preferred but not required.
High school diploma or GED; preferred but not required.
Spanish fluency is optional but beneficial.

Responsibilities

Handle incoming and outbound customer calls to schedule service appointments.
Verify customer and vehicle information and service needs.
Make 24-hour reminder calls for all service appointments.
Maintain thorough knowledge of dealership products and services.
Contact internet customers about service inquiries or scheduling requests.
Complete call sheets and submit them to the Service Manager to provide feedback on calls made.
Communicate with service advisors and help ensure customers are informed about their vehicle status.
Know each day’s appointments and ensure the service advisor or agent knows the vehicle status.
Contact customers when their special-order parts arrive.
Perform other duties as assigned.
Perform duties and responsibilities safely.