Service Appointment Coordinator

Bob Smith BMW is family-owned and operated and ran by two of the best women in business. We are currently seeking an energetic person who is comfortable assisting guests over the phone or online to coordinate their vehicle services. This is an excellent position for recent college graduates, parents returning to the workforce, or anyone looking to start a career in the automotive business. Our goal is to create a positive and productive work environment, allowing us to attract the best people in our market. We pride ourselves on our stellar culture -- you should enjoy coming to work every day.

The Service Coordinator is a specialized, highly trained & skilled member of the Service Client Care Center. The Service Coordinator handles inbound service reservation calls, confirms service reservations, performs outbound follow-up calls for due, overdue service clients, Special Order Parts (SOP) notifications, "we owe" scheduling calls, and any additional outbound calls requested by management.

Bob Smith MINI BMW's #1 goal -- create a healthy & positive work environment, allowing us to attract the best people in our market. We pride ourselves on our stellar culture – you should love coming to work every day.

WE OFFER:

• Medical, Dental, Life, Disability, and Cancer Plan
• 401k
• Paid Vacation
• Training
• Opportunities for growth 

The Service Business Development Coordinator (BDC) position has a Pay Scale consisting of the following elements and ranges. Wages include Base Hourly Compensation of between $18 and $20 per hour.  The position may also may a production bonus based on individual or team performance that may range from $0.00 (if baseline benchmarks are not met) with an upper limit of $950 per month.

RESPONSIBILITIES:

• Responsible for making outbound sold and unsold follow-up calls to recent service department customers
• Oversee CRM databases for communication cycles with customers
• Educate yourself on the latest service &product offerings, including pricing
• Generate appointments and quotes utilizing proactive outbound prospecting and lead activity management to qualify and market to potential customers
• Handle all incoming internet email leads and internet phone leads
• Be available to respond to email inquiries in a professional, well-spoken manner
• Prepared to interact with customers via phone calls every day (similar to call center processes)
• Direct customers to product information resources, including those available on the internet
• Check email frequently and respond to inquiries immediately.

REQUIREMENTS:

• Good verbal and written communication skills.
• Able to handle objections over the phone.
• Proficient with Microsoft Word, Excel, and Outlook.
• Time management, prioritization skills, and the ability to multi-task are required.
• Self-motivated and goal-oriented.
• Must be willing to submit to a drug screen before employment.
• Must have a clean & valid driver's license.
• Ability to work weekends.
• Present a smile that can be felt over the phone.
• Coachable/Trainable. We want someone willing to learn new skills.
• Willingness to develop an understanding and adhere to Client Care Center "Policies and Procedures Manual." 
• Appointment "show percentage": 88% or greater number of "appointments created": within 10% of the group average.
• A certain number of "appointments completed": within 10% of the group average.
• A "CALLRATER" score of 85.0 or greater after 30 days / 90.0 score after 90 days.

Salary : $18 - $20