Service Business Development Coordinator

THOMAS SUBARU OF CUMBERLAND LLC•Cumberland, MD

About The Position

Position Information: The full-time Service Business Development Coordinator (BDC) will be the liaison between our company and its current and potential service customers. They will complete service campaign outgoing activity, schedule appointments, conduct courtesy calls, and verify scheduled appointments. Areas of Emphasis: Exemplify the Thomas Automotive Core Values: Positive, Trustworthy, Motivation, Compassion, and Dedication Understand the Thomas Core Focus of “Bringing Integrity to the Automotive Industry” and “Building Trust and Confidence through Exceptional Service” Learn, Understand, and incorporate the Thomas philosophy of doing business into all daily activities related to customer and coworker relationship management Be a great team member Successfully Maintain the following accountabilities Answer all calls promptly Effectively schedule appointments Effective campaign activity to goal Customer Retention & CSI to goal Service Lead and chat handling ASR to Goal Duties and Responsibilities: Greet every customer, every day Maintain high ethical standards when dealing with customers, co-workers and vendors Put safety first. Adhere to all Safety Policies, Procedures and Personal Protective Equipment standards Communicate with customers via email, text, chat, and phone to increase Customer Satisfaction Index (CSI), to suggest/sell additional services, to schedule appointments, to handle inquiries, and to support other dealership initiatives Answer service calls promptly, assisting customers with scheduling and ordering Make outbound service calls: thank you/follow-up, reminder, targeted/campaign, etc. Respond to service and parts leads, as needed Promote specials and other dealership initiatives, e.g. equity mining Effectively and efficiently manage the service schedule while appointing customers Proactively communicate daily through phone, text, and email in order to offer the highest-level service and communication with our customers Keep current on all OEM training Interact with customers with courtesy and efficiency Answers telephones, manage and resolve customer calls, providing price quotes and other information Schedule service appointments Answers inquiries, resolve, and fulfill requests by clarifying desired information, researching, locating, and providing information Follow up with customer calls where necessary Identify and escalate priority issues Conduct outgoing activity as required to support productivity goals Update or enter new customer information into Data Management System (DMS) and/or CRM as appropriate Understand CDK Lane, Service Check-In, and Service processes Provide customers with product and service information Attend required training - department, dealership, OEM and organization Be friendly, professional, and efficient when working with all customers, both on the phone and in person Maintain a safe and clean workspace, as well as ensuring the entire facility is orderly, clean and free of hazards

Requirements

High school diploma or the equivalent
Ability to read and comprehend instructions and information
Strong verbal and written communication skills
Excellent listening skills and attention to detail
Knowledge of customer service principles and practices
Good data entry, phone etiquette, typing, and organizational skills
Valid driver's license and a good driving record

Responsibilities

Greet every customer, every day
Maintain high ethical standards when dealing with customers, co-workers and vendors
Put safety first. Adhere to all Safety Policies, Procedures and Personal Protective Equipment standards
Communicate with customers via email, text, chat, and phone to increase Customer Satisfaction Index (CSI), to suggest/sell additional services, to schedule appointments, to handle inquiries, and to support other dealership initiatives
Answer service calls promptly, assisting customers with scheduling and ordering
Make outbound service calls: thank you/follow-up, reminder, targeted/campaign, etc.
Respond to service and parts leads, as needed
Promote specials and other dealership initiatives, e.g. equity mining
Effectively and efficiently manage the service schedule while appointing customers
Proactively communicate daily through phone, text, and email in order to offer the highest-level service and communication with our customers
Keep current on all OEM training
Interact with customers with courtesy and efficiency
Answers telephones, manage and resolve customer calls, providing price quotes and other information
Schedule service appointments
Answers inquiries, resolve, and fulfill requests by clarifying desired information, researching, locating, and providing information
Follow up with customer calls where necessary
Identify and escalate priority issues
Conduct outgoing activity as required to support productivity goals
Update or enter new customer information into Data Management System (DMS) and/or CRM as appropriate
Understand CDK Lane, Service Check-In, and Service processes
Provide customers with product and service information
Attend required training - department, dealership, OEM and organization
Be friendly, professional, and efficient when working with all customers, both on the phone and in person
Maintain a safe and clean workspace, as well as ensuring the entire facility is orderly, clean and free of hazards