Chevrolet of Puente Hills
Job Title:
Call Center Representative-Service Department Department:
Business Development Center Reports To:
BDC Service Director and Service Manager Overview
The Business Development Center Service Call Representative focuses on making phone calls to service customers based on priority call lists and assists with incoming calls from service customers. Responsibilities
Scripts and word tracks must be practiced daily, 100% of the time on every call. Role play with co-workers on a daily and/or weekly basis to obtain optimum performance. Attend and participate in training sessions. Each BDC representative will be held responsible for 100 phone calls per day. Outgoing and incoming phone calls will be monitored for proper customer handling. Focus on bringing in supplemental service business to the dealership by diligently following up on: calling all no-show appointments from previous day; calling appointment reminders for the next day; calling prior day service customers for CSI and survey follow up. BDCs must schedule 20 appointments a day during the week and 50+ appointments each for Saturday (breakfast day). BDC must report to the desk at 10, 12, 2, 4, 6 and 7 on progress of the day. Assist in the follow up of after-service calls. Report any issues to BDC Service Manager for quick resolution. Understand how Customer Viewpoint scores work and maintain a score higher than the group average in Service. Download and follow up on all dealership manifests and opportunities lists. Answer all inbound profit center calls – sales, service, parts and body shop, as needed. Maintain good phone etiquette, strong documentation skills, and a desire to learn and grow in the position. Immediately report to management any situation or condition that jeopardizes safety, welfare, or integrity of the dealership, its employees, or customers. Comply with all company policies as required (e.g., meal and rest period policy, timekeeping). Refer to the Employee Handbook for details. Complete all required HR training modules in KPA. Complete all required certification courses relevant to the position. Maintain a valid driver’s license and inform management of any changes. Maintain a professional appearance (personal grooming, hygiene, and uniform appearance) per Employee Handbook details. Marginal Duties
May participate in community activities with product knowledge and informational sessions. Supervisory Responsibilities
Qualifications
A successful BDC Service Call Representative needs product knowledge, professionalism, and empathy that customers look for today. Communication is essential in a BDC department for team-building with all dealership departments. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience
A high school diploma or equivalent; and/or 12 months of call center experience in a dealership. Language Skills
Bilingual is a Plus Certificates, Licenses, Registrations
Manufacturer Training 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Note:
This is not an exhaustive list of responsibilities, skills, duties, efforts or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, work load, rush jobs, or technology developments).
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Call Center Representative-Service Department Department:
Business Development Center Reports To:
BDC Service Director and Service Manager Overview
The Business Development Center Service Call Representative focuses on making phone calls to service customers based on priority call lists and assists with incoming calls from service customers. Responsibilities
Scripts and word tracks must be practiced daily, 100% of the time on every call. Role play with co-workers on a daily and/or weekly basis to obtain optimum performance. Attend and participate in training sessions. Each BDC representative will be held responsible for 100 phone calls per day. Outgoing and incoming phone calls will be monitored for proper customer handling. Focus on bringing in supplemental service business to the dealership by diligently following up on: calling all no-show appointments from previous day; calling appointment reminders for the next day; calling prior day service customers for CSI and survey follow up. BDCs must schedule 20 appointments a day during the week and 50+ appointments each for Saturday (breakfast day). BDC must report to the desk at 10, 12, 2, 4, 6 and 7 on progress of the day. Assist in the follow up of after-service calls. Report any issues to BDC Service Manager for quick resolution. Understand how Customer Viewpoint scores work and maintain a score higher than the group average in Service. Download and follow up on all dealership manifests and opportunities lists. Answer all inbound profit center calls – sales, service, parts and body shop, as needed. Maintain good phone etiquette, strong documentation skills, and a desire to learn and grow in the position. Immediately report to management any situation or condition that jeopardizes safety, welfare, or integrity of the dealership, its employees, or customers. Comply with all company policies as required (e.g., meal and rest period policy, timekeeping). Refer to the Employee Handbook for details. Complete all required HR training modules in KPA. Complete all required certification courses relevant to the position. Maintain a valid driver’s license and inform management of any changes. Maintain a professional appearance (personal grooming, hygiene, and uniform appearance) per Employee Handbook details. Marginal Duties
May participate in community activities with product knowledge and informational sessions. Supervisory Responsibilities
Qualifications
A successful BDC Service Call Representative needs product knowledge, professionalism, and empathy that customers look for today. Communication is essential in a BDC department for team-building with all dealership departments. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience
A high school diploma or equivalent; and/or 12 months of call center experience in a dealership. Language Skills
Bilingual is a Plus Certificates, Licenses, Registrations
Manufacturer Training 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Note:
This is not an exhaustive list of responsibilities, skills, duties, efforts or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, work load, rush jobs, or technology developments).
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