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Client Relations Associate

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 with customers. This position involves receiving, processing, verifying, and distributing information from incoming calls, which includes inquiries about new and pre-owned vehicles, internet leads, and general information.

Additionally, the representative will handle inbound service inquiries, set and confirm appointments, and make outbound calls related to various customer care protocols. This includes following up on missed appointments, providing updates on vehicle service status, sending service reminders, and after-service follow-ups.

Key Responsibilities:

  • Respond to incoming calls for various service and sales inquiries and appointments.
  • Initiate outbound calls to existing customers for scheduling and confirming service appointments, providing vehicle status updates, and following up on service calls.
  • Maintain and track all customer data, entering it into the CRM system.
  • Engage with customers while ensuring a friendly, courteous, and professional demeanor, providing accurate information.
  • Schedule service appointments, coordinating dates and times for guests to meet with an Assistant Service Manager.
  • Utilize detailed scripts provided by the dealership to ensure customer inquiries and concerns are addressed accurately and consistently.
  • Accurately enter all customer data, including name, date/time of call, nature of communication, and any other relevant information into the CRM.
  • Complete all assigned "To-Do" items in the CRM daily to ensure timely customer care and follow-up.
  • Adhere to dealership policies regarding the National Do Not Call List and Privacy Acts.
  • Timely follow-up on all internet leads as directed by management.
  • Seek assistance when necessary to communicate with dealership management or front-line employees on behalf of the customer.
  • Perform additional duties as assigned.

Compensation: The position offers a base hourly rate of $21.00, with additional incentive pay based on individual performance, which can vary based on achievement of benchmarks.

Qualifications:

  • High School diploma or equivalent.
  • Previous experience in customer service.
  • Sales experience is required.
  • Strong communication skills to effectively interact with customers.
  • Excellent follow-through and follow-up abilities.
  • Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
  • Able to problem-solve and manage a variety of issues.
  • Self-motivated, able to follow directions, and work independently or as part of a team.
  • Ability to manage multiple projects, prioritize tasks, and organize effectively.
  • Detail-oriented and capable of working under pressure.

Physical Demands:

The physical demands of this role include spending significant time on the phone and in front of a computer. The individual will frequently be required to stand, walk, use hands to handle or feel, and reach with hands and arms. Occasional requirements include sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. The role may involve lifting and moving objects up to 25 pounds.

The above job description is intended as a summary of the position's responsibilities and does not encompass all duties that may be required to satisfactorily perform the job. Penske Volvo Cars is an equal opportunity employer and maintains a drug and alcohol-free workplace.