BDC Service Agent

Inchcape is the leading global automotive distributor operating in more than 40 markets. We partner with over 40 of the most prestigious automotive brands to power better mobility today and in the future.

Our diverse global team of over 20,000 talented people foster an inclusive and collaborative culture, championing a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, dedicated to shaping a successful and sustainable future for the industry.

Here, you will unlock your full potential with career opportunities and learning experiences. You’ll work with cutting-edge technology, ground-breaking innovation, and forward-thinking colleagues. If you are highly driven with a can-do attitude, and you bring out the best in yourself and others, then join us to power new futures.

SUMMARY

In this role you will be responsible for handling inbound & outbound phone calls and online inquires. You will promptly answer questions, schedule appointments, and conduct follow ups to drive sales and aftersales revenue. You will work in collaboration with sales and aftersales departments to ensure the customer journey and needs are met. In this position you will provide high quality customer service and maintain good working relationships with customers to encourage repeat and referral business. You will appropriately represent AK brands and the AK portfolio of companies.

ESSENTIAL DUTIES include the following.

• Apply BDC best practices and deliver upon department KPIs ensuring completion of daily tasks including daily inbound/outbound calls, emails, etc.
• Effective application of Vin Solutions, Xtime, CDK, and other platforms necessary to complete BDC functions and provide a seamless customer experience.
• Input/maintain information captured during customer communication into appropriate platform.
• Create, record, and track appointments daily and confirm with customer and sales consultant one day in advance using customers preferred form of communication.
• Handle incoming phone prospects and follow up with internet leads via phone and email until you establish contact
• Follow up on all sales leads for which an appointment has not been set and convert them to appointment lead.
• Try and secure an appointment to get the customer into the dealership
• Ask customer questions using BDC script guide/training to uncover needs and directs calls appropriately
• Distribute and fairly allocate sales appointment to sales consultants.
• Make aftersales appointments and relay messages promptly to service advisors
• Keep CRM updated with each interaction
• Effectively and politely handle customer objections.
• Provide reporting to dealership management
• Maintains a professional appearance.
• Reports to work on time every day as scheduled.
• Follow all company policies and procedures.

• Attends department meetings

MARGINAL DUTIES include the following.

Other duties may be assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• One to two years call center sales and customer service experience
• Excellent listening and interpersonal skills
• Strong written and verbal communication skills
• A self-starter with ability to prioritize duties and multitask
• A team player with good problem solving abilities
• Thrives in a fast-paced environment

CERTIFICATES, LICENSES, REGISTRATIONS

Must have valid Guam driver’s license.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Required to sit, stand, walk, reach, bend and lift at least 10 pounds.

WORK ENVIRONMENT

 The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Work environment is in an air-conditioned office, and you are required to work outside from time to time.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.