Automotive BDC Rep / Service Appointment Coordinator - Clay, NY

Responsibilities

• Ensure that incoming calls are handled in a timely and effective manner.
• Perform outbound calls such as appointment confirmations, scheduling of first services, oil change/state inspection reminders, etc.
• Utilizes a variety of call lists to identify and reach out to guests that may have outstanding needs.
• Maintain a friendly and accommodating attitude with all of the customers.
• Schedule appointments for customers on the phone, email, text, or in person.
• Promptly review all online reservations for completeness, accuracy, and availability.
• Immediately reach out to guests to confirm any missing or incomplete information, or to offer alternative scheduling options when needed.
• Offer all guest experience options to every qualified guest.
• Consistently offer upgraded service options and explain the benefits of each.
• Avoidance of escalations and de-escalation techniques as needed.
• Assist with following up with each guest within 1 business day to discuss their experience and to encourage survey participation.
• Stay up to date on current offerings and products.
• Provide back-up to other team members as needed.
• Assist with our Pick Up and Delivery service as needed.

Requirements

• Excellent verbal/written communication skills.
• Must be able to craft emails with professional tone and grammar.
• Outgoing, empathetic, and patient personality.
• A multi-tasker that can provide great guest service.
• Process oriented with an attention to detail.
• The ability to maintain guest relations and successful use of de-escalation techniques as needed.
• Must have initiative to complete tasks, offer upgraded service options, and offer guest experience options to all qualified guests.
• Actively participate in skills and product trainings as needed.
• Must be at least 18 years of age.
• Must have a valid Driver's License.

Skills

• Excellent verbal/written communication skills.
• Outgoing, empathetic, and patient personality.
• A multi-tasker that can provide great guest service.
• Process oriented with an attention to detail.
• The ability to maintain guest relations and successful use of de-escalation techniques as needed.
• Must have initiative to complete tasks, offer upgraded service options, and offer guest experience options to all qualified guests.

Benefits and Growth Opportunities

• Sick Leave accrued every week!
• Discounts on service, parts, and vehicles!
• We offer great benefits including Excellus medical insurance, Guardian dental insurance, and Davis vision insurance.
• We offer a reimbursement for qualifying out of pocket costs.
• We offer supplemental insurance through Aflac including: Life, Short-Term Disability, Accident and Critical Illness.
• We offer both Traditional and Roth 401(k) plans with an employer match.
• We offer paid holidays.
• We offer paid vacation time.
• We have an Employee Assistance Program, available to our employees and their immediate family members free of charge!
• We offer advancement opportunities within a large organization.
• We are an Equal Opportunity Employer.

Physical Requirements

• The ability to lift and carry up to 20 pounds.
• The ability to regularly perform repetitive motion tasks such as writing and typing.
• The ability to stoop, kneel, or crouch.
• The ability to sit for an extended period of time.