Automotive Call Center/Bdc Representative

Automotive Call Center/BDC Representative

POSITION SUMMARY:

The Automotive Call Center Representative, also known as a BDC Representative, is primarily responsible for answering all Inbound Service Calls for Winrock Automotive Group dealerships as well as making outbound calls to schedule sales or service appointments.

ESSENTIAL DUTIES:

• Forward any customer concerns to the correct department Manager and follow-up.
• Contact internet clients via e-mail and phone to schedule a sales or service appointment.
• Maintain and update customer changes in database.
• Notify necessary departments to inform of appointments set.
• Maintains an organized, clean and safe work area.
• Respond to customer website request (internet inquiries).
• Maintains CSI at or above Company standards
• Re-schedule “no-show” customer appointments.
• Log all customer comments into Dealership Management System
• Participates in required training.
• Follow-up with service department to determine if the appointment was kept and what the outcome was. Schedule future contact as needed.
• Demonstrates the Company’s Core Values
• Contact current customer base on current marketing incentives.
• Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties.
• Post scheduled appointments in tracking software.
• Confirm scheduled appointments with future customers.
• Complies with Company policies and procedures.
• Other duties as assigned.
• Maintains accurate timekeeping record in timekeeping system.
• Answer all incoming phone calls according to a proven, pre-set script, and schedule a service appointment.
• Follows Safeguards rules and regulations.

ADDITIONAL RESPONSIBILITIES:

• Maintain professional appearance in accordance with the employee handbook.
• Interact effectively with co-workers.
• Receive feedback from supervisor in a positive manner.
• Maintain an organized, safe, and clean work area.
• Expected to arrive to work on time and work required shift.
• Follow instructions from supervisor.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. A high school diploma or equivalent is required. A minimum of 1 year of customer service experience is required.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit; use hands to finger, handle, or feel.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed indoors in a climate-controlled environment with adequate lighting.

PRE-EMPLOYMENT SCREENING:

Motor vehicle record, drug screen, and background checks required.

WHAT WE OFFER:

• 401K
• Medical, Dental and Life Insurance
• Closed on Sundays!
• Vision Insurance
• Paid time off.
• Short term and long-term disability

The company reserves the right to review and change responsibilities, job duties, and/or skills at any time, with or without notice. This job description is not intended to maintain a complete list of all responsibilities, duties, and/or skills required for this particular job. Your employment is “At Will”, which means you may be terminated at any time and for any reason, with or without advance notice. Employees are also free to quit at any time. Therefore, this job description is not a contract of employment. The company is an equal opportunity employer. It is our policy to provide equal employment opportunity (EEO) to all qualified persons regardless of race, color, religion, gender, national origin, age, disability, marital status, military status, genetic information or any other category protected by federal, state, and local laws.