BDC Customer Service Coordinator

Duties and Responsibilities

• Interact with customers, providing information and answering inquiries about products, status updates, pricing and services
• Make appointments for Incoming and Outgoing calls
• Taking service inquiry calls from customers and when needed dispatch to the appropriate ASM or Manager
• Thoroughly and promptly answering the questions of customers regarding the organizations' products/services and its operation or maintenance
• Handling and resolving customer complaints, or special orders via email or phone
• Investigating and correcting errors in customer records in the CDK Service Scheduling system
• Entering customer information accurately and in a timely fashion
• Properly researching customer vehicle records/history in the appropriate automotive site to ensure timely appointments for recalls/campaigns
• Coordinating customers' service requirements with other appropriate departments as necessary to ensure effective customer service
• Referring complaints of service or product failure or errors to appropriate personnel for investigation using complaint resolution forms
• Communicating solutions, successes, and opportunities to the manager of customer service
• Master the phone scripts provided to assure proper communication between customer and applicable personnel within the dealership
• The ability to meet and exceed the goals set forth by management on a daily basis

Performance Standards

• Maintain a minimum of SET Standard on "Ease of Appointment"
• Average length of a call: under 3:00 minutes
• Appointment show percentage must be at 93% or higher
• Appointment Show must be at a minimum of 400 appointments per month
• Maintain a minimum average of 110 calls per day
• Log all calls thoroughly and accurately as directed by management

Skills and Specifications

• Excellent phone skills
• Calmness under pressure and maintain records in timely and accurate mode
• Good decision-making, communication, and articulate in a professional manner at all times
• Ability to encourage and motivate people with a responsible positive attitude
• Strong interest in helping and working with all customers
• The ability to handle escalated customer calls with the appearance of ease and professionalism