What are the responsibilities and job description for the Service BDC position at Milton Martin Toyota?
Description:
Summary
The Service Coordinator assists our customers with scheduling maintenance visits, answering questions and conducting follow up. Employee fulfills primary role through outstanding communication skills and a cheerful and enthusiastic attitude.
Primary Responsibilities
- Promptly and professionally answer inbound calls with the goal of providing an exceptional customer experience resulting in a scheduled appointment
- Complete daily outbound calls for due or overdue services, special order parts notifications, “we-owes,” recalls, etc.
- Master and follow all training materials including inbound service call guides and Strategic Responses word track in order to accurately answer any questions
- Meet and achieve all Key Performance Indicators regarding the following categories:
- # of calls handled per day
- Average length of call
- Appointment show percentage
- # of appointments “created” and “completed”
- “Callrater” Score
- Keep current with service specials, all direct mail pieces and recall notices from Toyota
- Attain knowledge and ability to access available resources to best assist customers
- Ability to function seamlessly in CRM & DMS software, as well as other web-based sites
- Develop a solid understanding of product information related to all brands, vehicles and all maintenance/repair services provided by the Service Department
- Adhere to all daily processes and policies set in place by Milton Martin Toyota
- Assist with any others tasks given from management
- Be a team player and act in accordance with MMT’s 4C’s
- Excellent verbal and written communication abilities.
- Ability to build rapport with customers over the phone and via email.
- Strong customer-focused approach with the ability to address inquiries and concerns effectively.
- Experience in delivering a high level of service in a fast-paced environment.
- Familiarity with CRM systems and appointment scheduling software.
- Basic computer skills, including proficiency in Microsoft Office Suite.
- Strong organizational and multitasking abilities.
- Attention to detail and ability to manage multiple priorities simultaneously.
- Ability to work effectively as part of a team.
- Willingness to collaborate with service advisors and technicians to ensure a seamless customer experience.
- Effective problem-solving skills to resolve customer issues quickly and efficiently.
- Previous experience in a call center or automotive service environment is preferred.
- High school diploma or equivalent required.
- Flexibility to work varied hours, including evenings and weekends, as needed.
