Service BDC Agent

Position Title: Service BDC Agent

Department: Service

Employment Status: Full-Time (Non-Exempt)

Reports To: Service Manager/Director, Service Operations Director

Job Summary:

The Service BDC Agent at Bomnin Automotive is responsible for providing exceptional customer service and managing communications with service department customers. This role involves scheduling service appointments, answering inquiries, and ensuring customer satisfaction.

Key Responsibilities:

Customer Engagement:

• Greet and assist service department customers professionally and courteously.
• Answer incoming phone calls and respond to customer inquiries regarding service appointments, vehicle concerns, and other service-related matters.
• Communicate effectively via phone, email, and other communication channels to address customer questions and concerns.

Appointment Scheduling:

• Schedule service appointments accurately and efficiently, considering technician availability and customer preferences.
• Coordinate with service advisors and technicians to optimize scheduling and workflow.
• Confirm appointments with customers and provide all necessary information.

Customer Follow-Up:

• Follow up with customers to confirm or reschedule appointments as needed.
• Obtain and document relevant vehicle and customer information.
• Ensure customers receive timely reminders about their upcoming appointments.

Data Management:

• Maintain organized records of customer interactions and service appointment details.
• Accurately update and manage customer information in the dealership's database or customer relationship management (CRM) system.

Customer Satisfaction:

• Prioritize customer satisfaction by providing friendly, helpful, and efficient service.
• Address and resolve customer concerns or issues promptly and professionally.

Team Collaboration:

• Collaborate effectively with service advisors, technicians, and other team members to ensure a seamless customer experience.
• Assist with other administrative tasks as needed to support the service department.