Service BDC Coordinator – Outbound

The BDC is a group of dedicated and trained staff focused on capturing and managing all customer contact. The BDC is committed to increasing service drive traffic while developing, maintaining, and enhancing the customer’s overall experience. Contacts will be primarily outbound (Dealership to Prospect/Customer). These contacts are primarily via telephone but can also be made via text or email. The Service Coordinator is a key player in the Service Department for fostering positive customer relations as they are usually the first point of contact in the service appointment process. The Service Coordinator works closely with all service and parts department personnel and reports directly to the Service BDC Manager.

Primary Responsibilities:

• Generate service appointments through outbound calls/text/email.
• Complete daily call totals set forth by BDC Manager
• Process internet inquiries based on dealership process.
• Maintain a friendly and efficient manner while answering customer’s questions and providing general or related service information.
• Promptly and accurately update Service CRM tool.
• Use detailed scripts to handle Customer’s concerns and overcome objectives.
• Set service appointments and arrange any other necessary details (i.e. parts, rental etc.)
• Make outbound calls to existing customers for appointment confirmation and follow-up if necessary.
• Keeping current with coupons, direct mail pieces and all service specials.
• Maintain Mercedes-Benz product knowledge sufficient to address customer inquiries.

Ideal Candidates will have:

• Flexible schedule to work any Business hours (Mon – Sat)
• Automotive Experience a plus

• Prior Customer Service experience (1 year +)
• Effectively utilize lead management tool (CRM)
• Display ethical behavior while providing the highest degree of customer satisfaction in all aspects of dealing with high level clientele.
• Outstanding communications skills
• Professional appearance and work ethic
• Detail-oriented
• Strong phone presence and skills
• Enthusiastic and enjoys being a team player, but also self-sufficient and able to work independently.
• Strong ability to multi-task
• Strong MS Office Suite computer skills, Windows proficient

Compensation:
We offer competitive pay + bonuses, Insurance (health/dental/vison), paid time off, 401K, professional working environment and job specific training.