Service BDC Coordinator

Bob Moore Auto Group, LLC

7d•Onsite

About The Position

This position is responsible for ensuring smooth communication between customers and the service operations of the dealership, a primary point of contact for service-related customer communications, primarily via phone, email, and text. This role is responsible for driving service traffic by fielding incoming inquiries, making outbound follow-up calls, setting appointments, and ensuring a smooth transition for customers from the initial contact to the dealership location.

Requirements

High School Diploma or GED equivalent
Experience in a BDC, customer service, or call center environment is highly preferred, ideally within an automotive dealership.
Valid driver’s license without restrictions that affect your ability to operate company owned vehicle(s) and ability to maintain a clean driving record.
Ability to handle a high volume of calls and manage multiple tasks simultaneously in a fast-paced environment.
Excellent communication skills both verbal and in written, professional phone etiquette and demeanor, and a strong commitment to customer satisfaction.
Ability to effectively organize and plan work according to organizational needs by meeting or exceeds daily/weekly/monthly goals for calls, contacts, and appointments set.
Strong organizational and time management skills, ability to handle multiple demands and deadlines.
Goal-oriented, self-motivated, and able to work independently and as part of a team.
Demonstrates dependability through good attendance and adherence to timeliness and schedules.
Ability to maintain a positive and professional attitude even when faced with work-related frustration, pressure, or change.
Proficient in computer skills using Microsoft Suite (Outlook, Word, and Excel)
Ability to set a positive example for others by consistently displaying servant leadership behaviors in daily actions and decisions.

Responsibilities

Answers and responds to all incoming service-related phone calls promptly and professionally. Represents the dealership in a friendly, professional manner.
Set, confirm, and reschedule service appointments accurately using the dealership management system CRM.
Conduct outbound calls to schedule maintenance appointments. (i.e. recall notices, unsold service follow-up, service reminder calls, and service campaigns for specials and promotions.
Perform post-service follow-up calls to ensure customer satisfaction and address any concerns.
Document all customer interactions and update the CRM system accurately.
Work closely with Service Advisors and Service Managers to ensure appointment flow is managed efficiently.
Performs a variety of administrative duties as needed within the BDC or Service Department.
Ensure that all customers have been promptly assisted and will notify management of any customers that might be dissatisfied.
Uses personal device to provide an additional layer of security for company network and site access through multi-factor authentication.
Enforce safety precautions specific to work area.