Service Business Development Coordinator

Description

Position Information: The full-time Service Business Development Coordinator (BDC) will be the liaison between our company and its current and potential service customers. They will complete service campaign outgoing activity, schedule appointments, conduct courtesy calls, and verify scheduled appointments.

Areas of Emphasis:

• Exemplify the Thomas Automotive Core Values: Positive, Trustworthy, Motivation, Compassion, and Dedication
• Understand the Thomas Core Focus of “Bringing Integrity to the Automotive Industry” and “Building Trust and Confidence through Exceptional Service”
• Learn, Understand, and incorporate the Thomas philosophy of doing business into all daily activities related to customer and coworker relationship management
• Be a great team member
• Successfully Maintain the following accountabilities
• Answer all calls promptly
• Effectively schedule appointments
• Effective campaign activity to goal
• Customer Retention & CSI to goal
• Service Lead and chat handling 
• ASR to Goal

Duties and Responsibilities:

• Greet every customer, every day
• Maintain high ethical standards when dealing with customers, co-workers and vendors
• Put safety first. Adhere to all Safety Policies, Procedures and Personal Protective Equipment standards
• Communicate with customers via email, text, chat, and phone to increase Customer Satisfaction Index (CSI), to suggest/sell additional services, to schedule appointments, to handle inquiries, and to support other dealership initiatives
• Answer service calls promptly, assisting customers with scheduling and ordering
• Make outbound service calls: thank you/follow-up, reminder, targeted/campaign, etc.
• Respond to service and parts leads, as needed
• Promote specials and other dealership initiatives, e.g. equity mining
• Effectively and efficiently manage the service schedule while appointing customers
• Proactively communicate daily through phone, text, and email in order to offer the highest-level service and communication with our customers
• Keep current on all OEM training
• Interact with customers with courtesy and efficiency
• Answers telephones, manage and resolve customer calls, providing price quotes and other information
• Schedule service appointments
• Answers inquiries, resolve, and fulfill requests by clarifying desired information, researching, locating, and providing information
• Follow up with customer calls where necessary
• Identify and escalate priority issues
• Conduct outgoing activity as required to support productivity goals 
• Update or enter new customer information into Data Management System (DMS) and/or CRM as appropriate
• Understand CDK Lane, Service Check-In, and Service processes
• Provide customers with product and service information
• Attend required training - department, dealership, OEM and organization
• Be friendly, professional, and efficient when working with all customers, both on the phone and in person
• Maintain a safe and clean workspace, as well as ensuring the entire facility is orderly, clean and free of hazards

Requirements

Qualifications: High school diploma or the equivalent. Ability to read and comprehend instructions and information. Strong verbal and written communication skills. Excellent listening skills and attention to detail. Knowledge of customer service principles and practices. Good data entry, phone etiquette, typing, and organizational skills. Valid driver's license and a good driving record.  

Working Conditions: The Service BDC will work in a call center setting spending the majority of their time seated at a desk working on a computer and/or phone.

Note: This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e., emergencies, changes in personnel, work load, rush jobs, or technological developments).

Thomas Automotive is an Equal Opportunity Employer