Service BDC

TITLE: SERVICE BDC

REPORTS TO: SERVICE MANAGER

About George Moore Chevrolet:

Welcome to George Moore Chevrolet located in Jacksonville, Florida. Customer satisfaction has been the cornerstone of our operation since we opened in 1986. We are proud of the community we serve and in return, that community has voted on Bold City Best, Best New Car Dealership! As a sign of our appreciation for the First Coast, it is a core value to give back to our community. Whether it's supporting small businesses or donating to local schools-George Moore Chevrolet is ingrained in the community.

George Moore Chevrolet started serving the Jacksonville area in 1986.  In 2010, we opened in a new location at 10979 Atlantic Blvd, Jacksonville, FL 32225 in the heart of the Arlington automotive community.

We take pride in our employees. We make sure we employ the best and continue to invest in them. Our well trained staff makes it easy and timely to do business, with each team member bringing a high level of experience and expertise so that we can continue to deliver excellent service. 

PURPOSE OF THE POSITION:

The Service BDC Representative is responsible for creating quality service-lane traffic with effective follow-up and daily appointment-setting practices. You must be an appointment setting, customer service oriented individual with excellent organizational skills.

DUTIES AND RESPONSIBILITIES:

• Answer all incoming phone calls according to script and strategically overcome objections


• Schedule and follow up on all service inquiries


• Generate service appointments (required to have 12 appointments made per day, total of 276 appts per month)


• Contact customers based on current marketing initiatives


• Promptly and accurately enter all customer inquiry data into the CRM (DealerSocket).

• Generate emails and text messages as needed


• Display ethical behavior, provide the highest degree of customer satisfaction and be honest in all aspects of dealing with customers


• Tracking- OnStar Leads – 8 Categories (Oil Life, Recall, Low Battery, Tire Pressure, Def Fluid, Brake Fluid, Maint. & Diagnostic); Web Leads – 3 Categories (Serv. Appt, Parts Req. & Tire Req.); Dealer Phone Leads – 3 Categories (Serv. Appt., Parts Req. & Tire Req.); Phone Calls Made/Appt Set (80% Closing Rate); Emails Answered/Appt Set (80% Closing Rate); Reminder calls for next day appts

QUALIFICATIONS:

• Strong ability to multi-task


• Professional demeanor, appearance, and demonstrate an expert ability to follow up with good customer service


• Strong MS Office Suite computer skills, Windows proficient

• Strong organizational and time management skills


• Must meet company's requirements for employment


• Customer service and appointment setting experience preferred


• Adhere to all company policies, procedures and safety standards


• Must have outstanding verbal and written communication skills


• Ability to work effectively and possess personal accountability in a team environment

BENEFITS:

• Medical, Dental and Vision for Full Time employees working 30 hours or more


• 401K after 1 year of employment


• Longevity Fund/Bonus


• 1 week of vacation after 1 year of employment and 2 weeks after 2 years


• Five paid holidays (New Years Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day)


• GM training for all


• Closed Sundays

WORKING CONDITIONS:

The Service BDC Representative works at a desk in an office setting for most of the shift. S/he will spend 90% of their shift making calls/emails to and following up with inquiring customers. Weekend, evening and possible holiday hours may be required. S/he will be trained on dealership computers and phones. S/he will be required to use company computers and phones as it pertains to the job.