Service BDC Representative - The Wyler Collection, Dublin, Ohio

JEFF WYLER AUTOMOTIVE FAMILY•Dublin, OH

About The Position

As a Service BDC Representative, you will be the first point of contact for our customers seeking automotive maintenance and repair services. You will handle incoming service phone calls, listen attentively to customer inquiries, and provide prompt and accurate responses to ensure an exceptional customer experience. Additionally, you will be responsible for efficiently scheduling appointments for the automotive service department, ensuring optimal utilization of available service hours while maintaining customer satisfaction.

Requirements

Proven experience in customer service, preferably in an automotive service setting.
Excellent verbal and written communication skills, with the ability to convey technical information in a clear and understandable manner.
Strong organizational and time management skills to handle multiple calls and appointments efficiently.
Proficiency in using customer relationship management (CRM) software and scheduling tools.
Knowledge of automotive maintenance and repair services is advantageous.
Ability to remain calm and composed under pressure while delivering exceptional customer service.
A positive attitude, strong work ethic, and a passion for providing excellent customer experiences.

Responsibilities

Manage inbound service phone calls in a courteous, professional, and friendly manner, demonstrating excellent communication skills to address customer inquiries, concerns, and service requests effectively.
Efficiently and accurately schedule service appointments for customers, ensuring proper allocation of service department resources and adherence to established service timelines.
Utilize our customer relationship management (CRM) system to record and update customer information, service history, and appointment details for smooth workflow management.
Collaborate with service advisors and technicians to relay relevant information to customers regarding recommended maintenance or repairs based on manufacturer guidelines or identified issues.
Identify potential upselling opportunities and communicate them tactfully to customers, highlighting additional services that may enhance their vehicle's performance and safety.
Initiate post-service follow-up calls to customers to ensure their satisfaction and gather feedback to enhance our service quality continuously.
Work closely with the service advisors, technicians, and other team members to coordinate schedules, address operational challenges, and maintain seamless service operations.
Maintain accurate records of customer interactions, appointment details, and any relevant notes in the CRM system for future reference and reporting.
Stay updated on automotive industry trends, product knowledge, and service offerings to provide customers with up-to-date information and exceptional service.
Answer customer calls, emails, and texts in a timely manner.
Schedule appointments.
Assist customers with their automotive questions/ needs.
Data mining to increase appointments.
Building relationships for long term customer retention.
Maintain the dealership reputation by professionalism and having knowledgeable communication skills with customers.
Maintaining interdepartmental relationships to more efficiently meet customer needs.