Business Development Receptionist

As a Service Department Business Development Receptionist at Generation Kia, part of the Generation Auto Group collection, you play a vital role in driving our service department's success by delivering exceptional customer service and creating a seamless scheduling experience. As the primary point of contact for service customers, you will manage inbound and outbound calls, schedule service appointments, follow up with customers, promote recommended maintenance and recall services, and help maximize service department productivity. Your professionalism, communication skills, attention to detail, and commitment to customer satisfaction directly contribute to appointment growth, customer retention, and outstanding CSI (Customer Satisfaction Index) scores.

What You’ll Be Doing The primary functions of this role include, but are not limited to:

• Answer all incoming service calls promptly, professionally, and courteously while delivering exceptional customer service.
• Make outbound calls to schedule service appointments, confirm upcoming appointments, follow up with customers, and support customer retention efforts.
• Contact customers regarding open recalls, manufacturer service campaigns, declined services, and recommended maintenance.
• Proactively reach out to customers who are due for routine maintenance, factory-recommended services, and mileage-based service intervals to generate additional service appointments.
• Schedule, confirm, reschedule, and manage service appointments accurately while maximizing shop capacity and technician availability.
• Accurately document customer concerns, vehicle information, and appointment details within the dealership CRM and scheduling systems.
• Follow up with customers to confirm appointments, reduce no-shows, and improve appointment show rates.
• Build long-term customer relationships through consistent communication and exceptional customer care.
• Meet or exceed daily, weekly, and monthly call volume, appointment-setting, and customer engagement goals.
• Maintain accurate records of all customer interactions, phone calls, appointment activity, and follow-up communications.
• Collaborate closely with Service Advisors and Service Management to ensure efficient scheduling and a seamless customer experience.
• Resolve customer questions, concerns, appointment changes, and rescheduling requests professionally and efficiently.
• Deliver an outstanding customer experience that supports customer satisfaction, loyalty, retention, and strong CSI (Customer Satisfaction Index) scores.

What We’re Looking For

• Friendly, professional, and customer-focused with a passion for delivering exceptional customer service.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational skills with exceptional attention to detail and accuracy.
• Ability to multitask, prioritize responsibilities, and remain composed in a fast-paced dealership environment.
• Comfortable answering a multi-line phone system while greeting customers and managing appointments.
• Proficient with computers, Microsoft Office, email, scheduling software, data entry, and dealership management systems.
• Previous receptionist, front desk, administrative, customer service, or automotive dealership experience is preferred.
• Reliable, punctual, and dependable with a strong work ethic and positive attitude.
• Professional appearance and demeanor with the ability to create a welcoming first impression.
• Ability to work independently while collaborating effectively with the Sales, Service, Parts, and Management teams.