Business Development Center Representative Lead

About the role

Norm Reeves Auto Group is seeking a dedicated individual to join our team as a Call Center Agent. This position involves live monitoring of the call queue and call times, providing coaching and feedback to Service Coordinators, enforcing policies, and setting service appointments.

Responsibilities

• Live monitors the call queue and call times with the goal of improving exceptional client experience, reducing ring time, guest hold time, and call time.
• Provides coaching and feedback to Service Coordinators.
• Enforces policies and procedures and ensures adherence to the job responsibilities of the Service Coordinators.
• Leads the Service Coordinator team by demonstrating outstanding telephone and customer service skills.
• Masters and follows all training materials, including call guides and operational software to accurately set inbound service appointments.
• Participates in the interviewing and selection of BDC Representatives.
• Promptly and professionally answers multiple inbound phone calls, setting scheduled appointments with the service department and ensuring customer satisfaction.
• Proactively contacts customers to remind them of scheduled appointments, reschedule missed appointments, and contact those customers overdue for service maintenance.

Qualifications

• A high school diploma or equivalent, with some college coursework preferred.
• Supervisor experience in a call center environment preferred.
• Knowledge of automotive services, maintenance, and repair terminology is a plus.
• Strong communication skills, both written and verbal.
• Proficiency with computer systems and CRM software.
• Excellent organizational and time-management skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• A customer-focused attitude with a commitment to delivering exceptional service.
• Flexibility to work evenings, weekends, and holidays as needed.

Requirements

• Reliable transportation.
• Willingness to undergo training and stay current on automotive service trends.
• Commitment to maintaining a professional and courteous demeanor when interacting with customers.
• Ability to handle high call volumes and stressful situations calmly and professionally.
• Full-time availability.
• At least 18 years old.

Benefits

• Free training and limitless advancement opportunities.
• Tuition reimbursement.
• Comprehensive medical, dental, and vision plans.
• Group life insurance for added peace of mind.
• Employee referral bonus program.
• Discounts on sales, service, and parts at any Norm Reeves location.
• 401k matching.
• Section 125 cafeteria plan and flexible spending account for qualified expenses.