Service BDC Representative

Perkins Motors Colorado Springs•Colorado Springs, CO

9d•Onsite

About The Position

Perkins Motors is seeking a Service (BDC) Representative (Business Development Center) to manage communication between customers and the service department. This role involves handling inbound and outbound communications, scheduling appointments, managing service leads, maintaining customer records, and supporting the service team to ensure an exceptional customer experience. For more than 75 years, Perkins Motors has been an integral part of the Colorado Springs region, and we take pride in giving back to our community. At Perkins Motors, we are committed to providing a hassle-free, stress-free environment with the one-on-one attention our customers deserve. Our mission is to create raving fans of every customer by providing an exceptional experience in an honest and uncompromising manner.

Requirements

High school diploma or equivalent.
Previous experience in a customer service role, preferably in an automotive dealership setting.
Excellent communication and interpersonal skills.
Strong organizational and time management skills.
Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
Proficient computer skills and the ability to learn new software programs.
Valid driver's license.

Responsibilities

Answer inbound calls, emails, and messages professionally and promptly.
Make outbound calls to schedule service appointments and follow up with customers.
Inform customers about current service promotions, recalls, and maintenance reminders.
Conduct post-service follow-ups to gather customer feedback and ensure satisfaction.
Manage and optimize the service appointment calendar.
Confirm appointment details with customers, including required documentation or preparations.
Work closely with service advisors to coordinate customer drop-off and pick-up times.
Respond to service inquiries and generate service leads through various channels.
Track service appointment conversion rates and follow up on missed opportunities.
Proactively contact customers regarding unsold service recommendations and open recalls.
Accurately maintain customer profiles and records within the CRM system.
Build positive relationships to promote customer loyalty and repeat business.
Assist in resolving customer issues and escalate when necessary to ensure satisfaction.
Communicate customer concerns and service needs to advisors and technicians.
Assist in the creation and explanation of service quotes and estimates.
Perform administrative duties such as updating service records, filing, and data entry.