Automotive Call Center/BDC Representative

1 month ago

Little Rock, United States Mercedes-Benz of Little Rock Full time

POSITION SUMMARY:

The Automotive Call Center Representative, also known as a BDC Representative, is primarily responsible for answering all Inbound Service Calls for Winrock Automotive Group dealerships as well as making outbound calls to schedule sales or service appointments.

ESSENTIAL DUTIES: 

  • Answer all incoming phone calls according to a proven, pre-set script, and schedule a service appointment.
  • Log all customer comments into Dealership Management System
  • Confirm scheduled appointments with future customers.
  • Post scheduled appointments in tracking software.
  • Re-schedule “no-show” customer appointments.
  • Follow-up with service department to determine if the appointment was kept and what the outcome was.  Schedule future contact as needed.
  • Maintain and update customer changes in database.
  • Contact current customer base on current marketing incentives.
  • Respond to customer website request (internet inquiries).
  • Contact internet clients via e-mail and phone to schedule a sales or service appointment.
  • Notify necessary departments to inform of appointments set.
  • Forward any customer concerns to the correct department Manager and follow-up.
  • Maintains CSI at or above Company standards
  • Maintains an organized, clean and safe work area.
  • Participates in required training.
  • Follows Safeguards rules and regulations.
  • Demonstrates the Company’s Core Values
  • Maintains accurate timekeeping record in timekeeping system.
  • Complies with Company policies and procedures.
  • Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties.
  • Other duties as assigned.

ADDITIONAL RESPONSIBILITIES:

  • Maintain professional appearance in accordance with the employee handbook.
  • Maintain an organized, safe, and clean work area.
  • Expected to arrive to work on time and work required shift.
  • Follow instructions from supervisor.
  • Interact effectively with co-workers.
  • Receive feedback from supervisor in a positive manner.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  A high school diploma or equivalent is required.  A minimum of 1 year of customer service experience is required.

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 essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit; use hands to finger, handle, or feel.

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.

Work is performed indoors in a climate-controlled environment with adequate lighting.

PRE-EMPLOYMENT SCREENING:

Motor vehicle record, drug screen, and background checks required.

WHAT WE OFFER:

  • Medical, Dental and Life Insurance
  • Vision Insurance
  • Short term and long-term disability
  • 401K
  • Paid time off.
  • Closed on Sundays

The company reserves the right to review and change responsibilities, job duties, and/or skills at any time, with or without notice. This job description is not intended to maintain a complete list of all responsibilities, duties, and/or skills required for this particular job. Your employment is “At Will”, which means you may be terminated at any time and for any reason, with or without advance notice. Employees are also free to quit at any time.Therefore, this job description is not a contract of employment. The company is an equal opportunity employer. It is our policy to provide equal employment opportunity (EEO) to all qualified persons regardless of race, color, religion, gender, national origin, age, disability, marital status, military status, genetic information or any other category protected by federal, state, and local laws.

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