Automotive Service BDC Representative

Description:

Kia of Alpharetta is looking for a motivated, professional, and customer-focused Automotive Service BDC Representative to join our growing Service Department. The ideal candidate is energetic, organized, comfortable on the phone, and passionate about providing an exceptional customer experience.

The Service BDC Representative is responsible for handling inbound customer communications, scheduling service appointments, conducting outbound customer outreach, and helping drive additional business into the service department.

Responsibilities

• Answer inbound service calls and assist customers in a professional and friendly manner.
• Schedule service appointments from inbound phone calls, internet leads, text messages, emails, and other customer inquiries.
• Make outbound calls, texts, and emails to existing customers to generate additional service business.
• Follow up with customers regarding recommended and previously declined services.
• Contact customers for maintenance reminders, service campaigns, and other dealership outreach opportunities.
• Confirm upcoming service appointments and help maximize appointment show rates.
• Assist customers with basic vehicle service status updates when possible.
• When unable to answer a customer's question, communicate with the responsible Service Advisor and copy the Service Director as needed.
• Maintain accurate customer and appointment information in the dealership CRM and scheduling systems.
• Accurately log all shown appointments on the department's master appointment tracking sheet.
• Work closely with Service Advisors, Technicians, and the Service Director to provide a seamless customer experience.
• Maintain a professional, positive, and helpful attitude with every customer interaction.
• Meet or exceed daily and monthly appointment-setting and customer-contact goals.

Requirements:

• Previous automotive, BDC, call center, customer service, or sales experience preferred.
• Excellent verbal and written communication skills.
• Comfortable making a high volume of inbound and outbound calls.
• Strong organizational and time-management skills.
• Ability to multitask in a fast-paced environment.
• Professional phone etiquette and a positive attitude.
• Comfortable using computers, CRM systems, email, and other technology.
• Strong attention to detail and accurate data entry.
• Ability to work independently while also being a strong team player.
• Must be dependable, punctual, and committed to excellent customer service.
• Must be able to pass a background and drug screen.