Summary

The BDC Agent II is responsible for supporting client inbound and outbound call campaigns and meeting and exceeding operations, sales, service, quality, and customer satisfaction performance metrics to help our clients deliver exceptional client/customer experiences.

Essential Duties and Responsibilities

• Ensure a great experience when responding to and resolving inbound and outbound contact requests, inquiries and service issues. 
• Build loyalty with customer contacts. 
• Actively listen to and maintain customer engagement while accurately capturing and documenting interactions during phone call. 
• Maintain a high level of patience and professionalism with customers. 
• Ability to meet stringent quality assessments standards and call monitoring requirements. 
• Achieve and exceed performance and productivity standards. 
• Responsible for encouraging and fostering CSR teamwork across all tiers and work groups. 
• Fosters team building. 
• Other duties as assigned. 

Education and Experience

• High School Diploma or GED 
•  3 months call center inbound and/or outbound, customer service and/or sales experience 
• Computer and typing skills (data entry) 
• High Attention to Detail & Follow Through 
• Effective communication skills in oral and written form 

Skills

• 6 months of call center inbound and/or outbound, customer service and/or sales experience 
• Bilingual - must be able to read, write and communicate effectively in both English and Spanish 
• In depth knowledge of consumer auto dealerships and or contact center operations knowledge preferred 

Physical Demands
 While performing the duties of this job, the employee is regularly required to type and look at a computer screen for long periods of the day. The employee must be able to sit for long periods of time. 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. 

Note

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

Automobile Protection Corporation (APCO) is a Drug Free Workplace as well as an Equal Opportunity Employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state or local law.