*** Bilingual BDC - Service Department - Spanish/english

Job Summary:

The Business Development Center (BDC) Representative specializes in answering questions and providing answers and value to current or prospective customers either through internet communications or over the phone.

Duties/Responsibilities:

• Gather accurate customer information to maintain customer database for continual follow-up and retention.
• Answer all incoming phone calls according to a proven, pre-set script, and schedule a sales or service appointment.
• Making 75-100 outbound calls per day.
• Maintains a general understanding of the repair process and explains the process to our customers.
• Addresses customer concerns and issues or escalates them as needed.
• Coordinates questions and issues with the appropriate department personnel.
• Maintains knowledge of sales and service marketing promotions.
• Follow up after customer service visit to ensure customer satisfaction.
• Log all customer comments into Dealership Management System.
• Schedule follow-ups contact if no appointment is made in Dealership Management System.
• Confirm scheduled appointments with customers.
• Re-schedule “no-show” customer appointments.
• Follow-up with sales or service department to determine if the appointment was kept and learn the outcome. Schedule future contact as needed.
• Contact internet clients via e-mail and phone to schedule a sales or service appointment.
• Notify necessary departments of appointments.
• Forward any customer concerns to the correct department Manager and follow-up.
• Maintains CSI and all productivity targets at or above Company standards.
• Maintains an organized, clean and safe work area.
• Participates in required training.
• Occasional evenings and weekends are required.
• Other duties as assigned.