Service BDC Representative

OVERVIEW OF COMPANY AND POSITION

Family owned and operated for over 40 years, Bob Ruth Ford, Inc. is South Central Pennsylvania’s fastest growing dealership. As a Service Business Development Center Representative, you will be directly responsible for both contacting and following up with current service customers, developing new service business opportunities, and customer retention.

JOB REQUIREMENTS (REQUIRED)

• A high school diploma or equivalent


• A valid Pennsylvania Driver’s License


• Managing a heavy flow of internet appointment leads


• Scheduling service appointments


• Answering inbound service calls


• A strong working knowledge of Microsoft Office products


• Well-developed time management and organizational skills


• Strong interpersonal and verbal communications ability, including demonstrated presentation skills and a professional demeanor 

JOB REQUIREMENTS (PREFERRED)

• Experience using auto industry computer software and applications and ability to learn new software


• 1-2 years of telephone call center and/or customer service experience


• 1-2 years of inside/outside sales experience

JOB DUTIES

As a Service Business Development Center Representative, you will be directly responsible for both contacting and following up with current service customers, developing new service business opportunities, and customer retention.

• Personally respond to phone calls and emails related to customer vehicle appointments


• Utilizing various communication methods to contact customer including phone call, text messaging, and email

• Managing a heavy flow of internet appointment leads


• Scheduling service appointments


• Answering inbound service calls


• Learning, understanding, and following call and email scripts.


• Managing/handling outbound communication including but not limited to:

• Recalls


• Declined RO’s


• Our Certified Maintenance Program


• Warranty Expirations


• Connected Vehicle Data


• Service Reminders


• Follow-up calls, texts to existing customers regarding their service experience


• Communicating with customers and other staff regarding the Service Buy Back Program

• Service Buy Back Program

This position also completes sales training (including Ford-specific training) and phone training, reports monthly activities as required, and makes recommendations to service management regarding sales/service opportunities.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.