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Sales and Service Coordinator

2 months ago

Toledo, Ohio, United States Penske Volvo Cars Full time

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The Business Development Center (BDC) Representative plays a crucial role in managing and facilitating communication from incoming calls. This includes inquiries about both new and pre-owned vehicles, internet leads, and general information. The representative is also tasked with addressing inbound service inquiries, scheduling and confirming appointments, and making outbound calls related to various customer care protocols, such as follow-ups on missed appointments, vehicle service updates, service reminders, parts order statuses, and after-service follow-ups.

This position requires 100% on-site presence.

Key Responsibilities include, but are not limited to:

  • Responding to incoming calls regarding various service and sales inquiries or appointments.
  • Making outbound calls to current customers for scheduling and confirming service appointments, providing vehicle status updates, conducting follow-up service calls, and sharing information about special programs.
  • Maintaining and tracking all customer data, ensuring accurate entry into the CRM system.
  • Engaging with customers in a manner that emphasizes care and professionalism, providing precise information.
  • Coordinating service appointments, including scheduling dates and times for guests to meet with an Assistant Service Manager to address service needs.
  • Utilizing detailed scripts provided by the dealership to ensure customer inquiries and concerns are addressed accurately and consistently, in line with dealership and manufacturer objectives.
  • Accurately entering all customer data, including name, date/time of call, nature of communication, and any other pertinent information into the CRM.
  • Completing all assigned "To-Do" items in the CRM daily to ensure timely customer care and follow-up.
  • Adhering to dealership policies regarding the National Do Not Call List and Privacy Acts.
  • Timely follow-up on all internet leads as directed by management and established procedures.
  • Seeking assistance when necessary to communicate with dealership management or front-line employees on behalf of the customer.
  • Performing additional duties as assigned.

The position offers a base hourly rate of $21.00, along with incentive pay based on individual performance, which can vary based on meeting established benchmarks.

Qualifications

To excel in this role, candidates should possess:

  • A high school diploma or equivalent.
  • Prior experience in customer service.
  • Sales experience is essential.
  • Strong communication skills to effectively interact with customers.
  • Excellent follow-through and follow-up abilities.
  • Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
  • Adept problem-solving skills and the ability to manage various issues.
  • Self-motivation and the capability to follow directions, working independently or as part of a team.
  • The ability to manage multiple projects, prioritize tasks, and organize effectively.
  • A detail-oriented approach and the ability to work under pressure.

Physical Requirements

The physical demands for this position include:

  • Spending significant time on the phone and in front of a computer.
  • Regularly standing, walking, using hands to handle or feel, and reaching with hands and arms.
  • Occasionally sitting, climbing, balancing, stooping, kneeling, crouching, or crawling.
  • Frequently lifting and moving up to 10 pounds and occasionally lifting and moving objects up to 25 pounds.

This job description serves as a summary of the responsibilities associated with the position and does not encompass all duties that may be required to successfully perform the job.

Penske Volvo Cars is an equal opportunity employer and maintains a drug and alcohol-free workplace. Some positions may require applicants to possess a valid driver's license and maintain a good driving record.

Penske Volvo Cars is seeking dedicated, results-driven individuals to join our team. To learn more about the positions currently accepting applications, please explore further. Our compensation and benefits package includes:

  • Medical, Dental, Vision, and Prescription Insurances
  • Company Paid Life Insurance
  • 401(k) Savings and Retirement Plan
  • Significant Opportunities for Learning, Advancement, and Career Development

Penske Volvo Cars is an Equal Opportunity Employer.