Job Overview Summary/Objective
The BDC Representative is responsible for making inbound and outbound calls and communicating with prospects and customers via text, email, or social media as assigned.
Essential Functions Training is 3-4 weeks longTraining includes shadowing, mock calls, legal training, how to use computer systems, and how to schedule service appointmentsRespond to inbound appointment inquiries by phone, text message, and emailReschedules missed appointmentsBook appointments based on maintenance schedule per brand and in accordance with company policies and manufacturers specificationsAssists with answering customer inquiries and problems by routing customers to the contact and or service departmentCalls take about 2-3 minutes (after training period)About 75 Inbound calls dailyUnderstand the terminology of the automobile business and keep abreast of technology changesUnderstand the manufacturer's requirements and policies for assigned brandsFollows all attendance and punctuality standards and adheres to timekeeping standards; Employees are required to record the beginning and end times of any shift, break, or departure from work for personal reasonsFollows the Company Code of Business Ethics and ConductUnderstands and follows all work rules and procedures and follows lawful directions from SupervisorsUpholds the company's non-disclosure and confidentiality policies and agreementsMaintains a professional appearance in accordance with company policyAttends pertinent training and stays current with the sales department concerns and sales techniquesAttends company meetings as requiredOther duties as assigned Requirements Competencies Excellent communication skills, both oral and written, with the ability to effectively communicate with customers via face-to-face, phone, or other means of communication.Ability to define problems, collect data, establish facts, and draw valid conclusions.Ability to process data and organize it for management analysis.Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentagesAbility to understand and follow work rules and proceduresAbility to apply common sense understanding to carry out instructions furnished in written, oral, or diagram formAbility to apply common sense understanding to carry out detailed but uninvolved written or oral instructionsAbility to interact well with others and be a positive influence on employee morale throughout the organization Work Environment/Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Light Work- lifting no more than 20 pounds at a time and/or frequent lifting or carrying of objects weighing up to 10 pounds.
This position may involve long periods of sitting
This position involves repetitive motion.
This position requires the ability to climb stairs and may be required to stoop and kneel infrequently
This position requires the ability to hear and talk
This position is primarily located in an office environment, with heating and air conditioning but the position requires the ability to meet with customers outside and may be subject to extreme cold or heat for short periods of time
Position Type/Expected Hours of Work
Work evening, weekend, and holiday work hours as required.
Required Education and Experience
High school diploma or the equivalent and one year related experience; equivalent combination of education and experience.
Preferred Education and Experience
Associate's degree (A.
A.)
or equivalent; or one to two years of related experience and/or training; or equivalent combination of education and experience.