Description:
Our Business Development Representative is responsible for professional scheduling of appointments and making outbound calls for the service department in a manner that promotes a smooth flow of appointments through service and maximizing customer convenience.
Essential Duties and Responsibilities
- Answering incoming calls to provide information, schedule appointments and receive/verify customer and vehicle information.
- Referring customers who have questions about work performance and additional completed services to the Service Advisor or other appropriate personnel.
- Providing accurate cost and time estimates for needed maintenance and repairs.
- Provides recommendations to customers on maintenance needs based on time and mileage of customers vehicle.
- Contacting customers on missed appointments and rescheduling.
- Handling customer complaints with integrity and poise and, when necessary, refers dissatisfied customers to the appropriate personnel for resolution.
- Performing service follow-up calls to customers verifying the service visit and repairs were satisfactory. Addresses any problems the customer may have had and asks for a completely satisfied Customer Satisfaction (CSI) survey score.
- Contacting customers regarding declined services and special offers that may be available.
- Perform other various duties and projects as assigned by the management team.
Qualifications and Requirements
- Must have strong phone skills.
- Must have excellent verbal and written communication skills.
- Must provide excellent guest/customer service.
- Must possess strong computer skills and have ability to navigate/operate several systems at once.
- Previous experience in customer service position and phone call handling preferred, but not required.