SERVICE BDC REP

About the role

As a Service BDC Representative at Rosado Group, you will play a role in enhancing customer satisfaction and driving service department efficiency. Your primary responsibility will be to manage inbound and outbound communications with clients, ensuring that their needs are met promptly and effectively. This position requires a proactive approach to customer service, as well as the ability to work collaboratively with various departments to facilitate service delivery. You will be based in Lehighton, Pennsylvania, and will engage in a full-time capacity, contributing to the overall success of the service team.

Key facts

What you'll do

• Handle incoming calls and inquiries from customers regarding service appointments, vehicle maintenance, and repair status, ensuring a positive customer experience.
• Make outbound calls to follow up with customers on service appointments, satisfaction surveys, and promotional offers, fostering long-term relationships.
• Schedule service appointments efficiently using the dealership's scheduling system, optimizing the service department's workflow.
• Collaborate with service technicians and advisors to relay customer concerns and ensure accurate information is provided to clients.
• Maintain detailed records of customer interactions and transactions in the customer relationship management (CRM) system, ensuring data accuracy and confidentiality.
• Assist in resolving customer complaints and issues by coordinating with relevant departments, demonstrating a commitment to customer satisfaction.
• Provide customers with information about service specials, warranty coverage, and maintenance recommendations to enhance their understanding of vehicle care.
• Monitor and respond to customer reviews and feedback on various platforms, addressing concerns and promoting positive experiences.
• Participate in training sessions and team meetings to stay updated on new products, services, and best practices in customer service.
• Contribute to the development of service department processes and procedures aimed at improving operational efficiency and customer satisfaction.
• Support marketing initiatives by promoting service specials and events through various communication channels.
• Uphold the company's values and standards in all interactions, representing Rosado Group positively in the community.

Requirements

• High school diploma or equivalent; additional education in business or customer service is a plus.
• Minimum of 2 years of experience in a customer service role, preferably in the automotive industry.
• Strong verbal and written communication skills, with the ability to engage effectively with diverse customers.
• Proficient in using CRM software and Microsoft Office Suite; experience with dealership management systems is advantageous.
• Excellent organizational skills, with the ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• A customer-centric mindset, with a passion for providing exceptional service and resolving issues promptly.

Nice to have

• Previous experience in a Business Development Center (BDC) or automotive service department is highly desirable.
• Familiarity with automotive terminology and repair processes to better assist customers.
• Bilingual abilities, particularly in Spanish, are a valuable asset for communicating with a broader customer base.

Skills & tools

• Strong interpersonal skills to build rapport with customers and team members.
• Ability to work independently and as part of a team, demonstrating flexibility and adaptability.
• Proficient problem-solving skills to address customer inquiries and concerns effectively.
• Familiarity with digital communication tools and social media platforms for customer engagement.

Practical notes

• The position is based in Lehighton, Pennsylvania, and requires full-time availability.
• Applicants should be prepared for a dynamic work environment that may involve occasional overtime during peak service periods.
• The role may involve standing or sitting for extended periods and requires the ability to use a computer and phone for communication.
• Candidates should be ready to undergo a background check and drug screening as part of the hiring process.

META

Company: Rosado Group

Title: SERVICE BDC REP

Listed

location: Lehighton, Pennsylvania

Job type: Full-time

Apply URL: https://rosadogroup.bamboohr.com/careers/326