BMW Service Department BDC Associate

About the role

The Krause Auto Group has been in business for over 30 years, attributing its longevity to a focus on both customer and employee satisfaction. Employees are treated as individuals, not just numbers, with support for growth, internal promotion, and celebration of success. The company’s portfolio includes 12 brands (BMW, Mercedes, Kia, Toyota, Honda, Ford, Lincoln, Hyundai, Genesis, Lamborghini, Aston Martin, Rolls Royce, Koenigsegg, McLaren, and Lotus) across five states (Georgia, South Carolina, North Carolina, Texas, and Florida). As a BMW Service Department BDC Associate, you will play a crucial role in delivering outstanding customer service and ensuring a seamless experience for BMW owners, managing inbound and outbound communication, scheduling service appointments, and maintaining a high level of customer satisfaction.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat, providing accurate information and assistance regarding service appointments, vehicle maintenance, and service-related inquiries.
• Schedule service appointments for customers, optimizing appointment availability and coordinating with service advisors and technicians to ensure efficient workflow.
• Maintain a database of customer information, ensuring accuracy and confidentiality of customer records.
• Follow up with customers to confirm appointment details and gather feedback on their service experience.
• Address customer concerns and escalate complex issues to the appropriate department for resolution.
• Provide exceptional customer service by actively listening to customer needs and delivering a personalized service experience.
• Assist in marketing initiatives, such as outbound calls to inform customers of service promotions and recalls and declined services.
• Collaborate with the service team to ensure smooth customer handovers and vehicle drop-offs.
• Continuously update knowledge of BMW vehicles, services, and dealership processes.

Qualifications

• Prior customer service experience, preferably in an automotive or service-related industry.
• Excellent communication and interpersonal skills.
• Strong computer skills and proficiency in customer relationship management (CRM) software.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Detail-oriented with excellent organizational skills.
• A passion for providing exceptional customer service and a genuine interest in the automotive industry.
• Knowledge of BMW vehicles and services is a plus.

Benefits

• 401k match options available
• Dental and vision insurance available
• Paid vacations, holiday pay, PTO pay
• Career advancement opportunities, promote from within
• Discounts on products and services
• Family owned and operated
• Long term job security