Business Development Center Representative

4 weeks ago

Toledo, Ohio, United States Penske Volvo Cars Full time
Job Summary

The Business Development Center (BDC) Representative is a critical role within our organization, responsible for providing exceptional customer service and sales support to our valued clients. As a key member of our team, you will be the primary point of contact for customers, handling inbound calls, processing information, and providing general information about our products and services.

Key Responsibilities
  • Answer incoming calls from customers, responding to inquiries and providing accurate information about our vehicles, services, and promotions.
  • Make outbound calls to customers to schedule appointments, confirm service details, and follow up on customer care protocols.
  • Establish and track customer data, entering information into our CRM system to ensure seamless communication and follow-up.
  • Interact with customers in a professional and courteous manner, providing exceptional customer service and resolving any issues that may arise.
  • Schedule service appointments, confirming dates and times with customers and ensuring that all necessary information is communicated.
  • Utilize detailed scripts and guidelines to ensure accurate and consistent communication with customers, aligning with our dealership and manufacturer objectives.
  • Enter all customer data, including call details and communication history, into our CRM system to maintain accurate records and facilitate follow-up.
  • Complete all assigned tasks and follow-up activities in a timely manner, ensuring timely customer care and follow-up.
  • Adhere to our dealership's policies regarding the National Do Not Call List and Privacy Acts, ensuring compliance with all relevant regulations.
  • Follow up on all internet leads in a timely manner, as directed by management and policy.
  • Provide assistance to customers when necessary, communicating with dealership management and front-line employees to resolve any issues or concerns.
Requirements
  • High School diploma or equivalent required.
  • Previous customer service experience, with a focus on sales and communication.
  • Strong communication and interpersonal skills, with the ability to work effectively with customers and colleagues.
  • Excellent follow-through and follow-up skills, with the ability to prioritize tasks and manage multiple projects.
  • Proficiency in Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
  • Able to problem-solve and handle a variety of issues, with a focus on customer satisfaction and resolution.
  • Self-motivated and able to work independently or as part of a team, with a focus on achieving sales and customer service goals.
  • Detail-oriented and able to work under pressure, with a focus on accuracy and efficiency.
Physical Demands
  • Spends a significant amount of time on the telephone and in front of a computer.
  • Frequently required to stand, walk, use hands to finger, handle or feel, and reach with hands and arms.
  • Occasionally required to sit, climb, balance, stoop, kneel, crouch, or crawl.
  • Frequently lifts and moves up to 10 pounds, and occasionally lifts and moves objects up to 25 pounds.
Equal Opportunity Employer

Penske Volvo Cars is an equal opportunity employer, committed to providing a diverse and inclusive work environment. We offer a competitive compensation and benefits package, including medical, dental, vision, and prescription insurance, company-paid life insurance, and a 401(k) savings and retirement plan. We are committed to providing opportunities for growth and development, and we encourage applications from qualified candidates who share our values and commitment to excellence.

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