Automotive Service Business Development Center Representative
Job Summary: The Automotive Service BDC Representative is responsible for managing incoming service inquiries, scheduling service appointments, and maintaining customer relationships to drive service revenue and enhance customer satisfaction. This role requires excellent communication skills, strong customer service orientation, and proficiency in automotive service knowledge and scheduling software.
Key Responsibilities:
1. Customer Interaction:
· Respond to inbound service inquiries via phone, email, and online chat promptly and professionally.
· Engage with customers to understand their service needs and recommend appropriate solutions.
· Build and maintain positive relationships with customers to enhance satisfaction and loyalty.
2. Appointment Scheduling:
· Schedule service appointments accurately based on customer preferences, service advisor availability, and service center capacity.
· Coordinate with service advisors and technicians to ensure timely and efficient service delivery.
· Follow up with customers to confirm appointments and address any scheduling changes or conflicts.
3. Lead Management:
· Manage leads generated from various sources, including website inquiries, phone calls, and walk-in customers.
· Utilize CRM software to track leads, monitor follow-up activities, and update customer information as needed.
· Implement strategies to nurture leads and convert them into service appointments.
4. Customer Follow-Up:
· Conduct post-service follow-up calls to ensure customer satisfaction and address any concerns or issues.
· Seek feedback from customers to identify areas for improvement and opportunities to enhance the service experience.
· Maintain communication with customers to remind them of upcoming service intervals and promote service specials or promotions.
5. Administrative Tasks:
· Maintain accurate records of customer interactions, service appointments, and follow-up activities.
· Generate reports on key performance metrics, such as appointment conversion rates, customer satisfaction scores, and lead response times.
· Assist with other administrative tasks as needed to support the overall operation of the service department.
Qualifications:
· High school diploma or equivalent; additional education or training in customer service or automotive technology is a plus.
· Knowledge of CDK or Volie Preferred.
·Must have two years of BDC/SDC experience and customer service, sales, or automotive service administration preferred.
· Excellent communication skills, both verbal and written, with a professional and courteous demeanor.
· Strong organizational skills and attention to detail, with the ability to multitask in a fast-paced environment.
· Proficiency in computer software applications, including CRM systems and scheduling software.
· Knowledge of automotive terminology and service processes is advantageous.
· Flexibility to work evenings and weekends as needed to accommodate customer needs and service center hours
Pay: $13.00-$16.00 per hour, plus bonuses and commission
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Experience:
- Customer service: 1 year (Preferred)
Ability to Commute:
- Houston, TX 77027 (Required)
Ability to Relocate:
- Houston, TX 77027: Relocate before starting work (Required)
Work Location: In person