Kelley Automotive Group BDC Service Representative

Department: Service

Functions: Handle all incoming and outgoing calls related to the scheduling of service for customers of the Kelley Automotive Group. Provide support for stores by following up on internet requests and setting service appointments. Input customer information into Contact Management. 

Reports to: Client Care Manager 

Responsibilities and Authority:

• Meet minimum expectations of setting appointments for 90% of incoming calls.
• Make outbound calls daily setting appointments with 20% of contacts.
• Always use approved phone scripts while communicating with customers.
• Schedule a service appointment for all customers who request through website. 
• Schedule follow-up contact if no appointment is set.
• Follow-up contact for all customers for which a follow-up contact is scheduled.
• Contact customers using scripts in the CRM to schedule appointments for service.
• Call to confirm scheduled appointments for service.
• Reschedule no-show customer appointments.
• Follow-up with the service manager at the dealership to determine if appointment was kept and the outcome.
• Update customer information in the database and CRM and ADP.
• Generate letters, postcards, and emails according to a pre-determined timeline to automatically schedule follow-up reminders for next contact.
• Contact customers based on current marketing initiatives pertaining to service.
• Respond to customer requests.
• Contact internet customers via email and phone to schedule service appointment.
• Follow up on internet customer emails according to a pre-determined timeline.
• Notify necessary departments when an appointment is scheduled.
• Forward any customer concerns to Client Care Manager or other department managers involved.
• Assist all departments and staff in any way needed to facilitate service for customers.
• Any other tasks deemed necessary per Management. 

Qualifications:

Requires a high school diploma or the equivalent. Must be able to read and comprehend instructions and information. Must have some computer knowledge and skills. Must have a professional phone voice, personal appearance and possess excellent communication skills. Requires a valid driver’s license and a good driving record.

Working Conditions:

Will work at a computer in an office setting. Will work with a computer and organize paperwork during most of the shift. Will have personal interaction with the customers. May stand, stoop, kneel, crouch, and/or reach during the shift. May be exposed to noise, dust, and/or exhaust fumes. Weekend and/or holiday hours will be required.

NOTE:

THIS IS NOT NECESSARILY AN EXHAUSTIVE LIST OF THE RESPONSIBILITIES, SKILLS, DUTIES, REQUIREMENTS, EFFORTS, WORKINGCONDITIONS ASSOCIATED WITH THIS POSITION. WHILE THIS LIST IS INTENDED TO BE AN ACCURATE REFLECTION OF THE CURRENT JOB, THE DEALERSHIP RESERVES THE RIGHT TO REVISE THE FUNCTIONS, DUTIES AND REQUIREMENTS OF THE JOB OR TO REQUIRE THAT ADDITIONAL OR DIFFERENT TASKS BE PERFORMED WHEN CIRCUMSTANCES CHANGE. 

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

We are an Equal Opportunity Employer.