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Call Center Specialist

3 months ago

Atlanta, United States RBM of Atlanta Full time
RBM OF ATLANTA MERCEDES-BENZ

SERVICE BDC CUSTOMER EXPERIENCE SPECIALIST

RBM of Atlanta is a privately owned and family operated Mercedes-Benz dealership with a focus on taking excellent care of our employees which allows us to take amazing care of our clients.

We were awarded "Best of the Best" from Mercedes-Benz for 2023 and we are Georgia's only 9-time winner. We are also recognized as a J.D Power Dealer of Excellence and the first Mercedes-Benz dealer to be honored for 6 consecutive years We have the largest service center and the largest parts inventory in the state of Georgia. We are deeply established in the southeast and have been Atlanta's Mercedes-Benz Connection since 1964.

.Benefits:
  • Competitive base hourly wage PLUS Commission
    • Get paid every Friday by direct deposit
    • Great work/life balance with a 5-day work week
    • Paid holidays, sick time, and vacation - EARN VACATION FROM YOUR 1ST DAY OF WORK
    • Sales spiffs and monthly bonuses
  • Paid training and certification
    • Flexibility to train associates brand new to the automotive industry
    • Flexibility to train associates familiar with other brands, including: BMW, Lexus, Infiniti, Acura, Cadillac, Honda, Toyota, Ford, GM, Chrysler, Nissan, etc.
    • Many career paths in both service and sales available
  • Competitive insurance and retirement benefits available
    • Medical and Dental coverage
    • Company contribution to Health Savings Account for eligible HDHP participants
    • Long-term and short term disability insurance
    • $25,000 company-paid life insurance for full-time employees (additional coverage available)
    • 401(k) retirement plan with company match
  • Employee discounts for parts, service and vehicle purchases
  • Onsite parking

SERVICE BDC ESSENTIAL JOB RESPONSIBILITIES:

This RBM Service Call Center is an integral part of the customer experience journey for our clients. BDC associates set the tone and expectations for client's entire visit with our service department. 100% of client interaction is on the phone and computer, so you must be able to effectively communicate in a clear, empathetic, and professional tone. Patience is not just a virtue but a requirement
  • Answer incoming phone calls and online chats in order to: assist clients with scheduling quality service appointments, answer basic automotive questions, and connect clients to the correct party in the dealership.
  • Actively listen to our clients and their needs. Ask questions to determine the nature of mechanical problems, service needs, or issues. Accurately record information in various computer applications during the appointment setting or issue resolution process.
  • Use dealership resources, good business judgment, and customer service skills to effectively solve problems.
  • Make outbound calls for service campaigns and to clients who missed their scheduled appointment.
  • Make outbound calls to clients who have recently been in for service to check on satisfaction.
  • Proactively communicate potential issues with customers, advisors, technicians, management and other departments to provide the best possible customer experience.
  • Abide by company policy, departmental best practices/procedures, and perform other duties as assigned.

Requirements and Qualifications:
  • Prior to being employed, applicants for employment must participate in RBM's normal screening process which includes: completing a full employment application; satisfactory criminal, credit and driving records checks (where applicable); in-person interviews and other inquiries.
  • High school diploma or the equivalent.
  • Authorized to work in the USA for any employer.
  • Previous experience in a similar role with similar responsibilities.
  • Basic communication and problem solving skills; Basic mathematical skills using American units of measure.
  • Physical activities include: remain stationary and communicating via phone/text/email for long periods of time, operating office equipment, and repetitive motion.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full Time

Schedule: Day Shift