SERVICE BDC ASSOCIATE

Description

Job Summary:

The Service Business Development Center (BDC) Associate is responsible for receiving, processing, verifying, and distributing information from both inbound and outbound calls, including but not limited to inquiries on service appointments and processes, customer experiences, completing customer surveys and providing general information. Help reinforce the Hanania brand and culture, exuding a positive attitude and high energy.

Supervisory Responsibilities:

• None

Duties & Responsibilities:

• Handle all guest inquiries with a focus on 100% guest satisfaction.
• Connect with prospective customers via phone and email to set and confirm appointments, follow up on service process, complete customer surveys as required.

• Maintain an owner follow-up system that encourages repeat and referral business and contributes to customer satisfaction.  
• Partner with Service and Sales team to provide near-real-time response to customer inquiries.
• Build a working knowledge of the terminology of the automobile business and keep abreast of technological changes in the product.
• Demonstrate behaviors consistent with the Company's Vision, Mission, and Values in all interactions with customers, co-workers, and suppliers.
• Understand automobiles by studying characteristics, capabilities, and features; comparing and contrasting competitive models; inspecting automobiles.
• Develop buyers by maintaining rapport with previous customers; suggesting upcoming service offers; ensuring highest customer satisfaction.
• Understand the dealership’s inventory daily.
• Prospect on a day-to-day basis by phone, mail, and person to person - maintain a prospect development system.
• Demonstrate an understanding that business is built on excellent customer satisfaction and being devoted to guaranteeing customer satisfaction.
• Perform other related duties as assigned.

Qualifications

Required Skills & Abilities:

• Comfortable with large phone call volume and email volume.
• Superior customer service.
• Strong communication skills and work ethic.
• Commitment to continuous improvement.
• Ability to work independently and/or as part of a team in a fast-paced environment.
• Strong organizational, relationship-building, and time management skills.
• Professional Appearance and Demeanor.
• Must be able to pass pre-employment screen (background & hair follicle drug test)

Education & Experience:

• High School Diploma or GED equivalence.
• Experience in a sales role at a dealership preferred but not required.
• Valid Driver’s License.

Physical Requirements:

• Prolonged periods of working with phone and computer.
• Must be able to lift up to 25 pounds at times.

An Equal Opportunity Employer

Hanania Automotive Group is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.