BDC Service Agent

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

• 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

QUALIFICATIONS

• Education
  • High School diploma or equivalent
• Experience
  • 1-2 years in call center sales and customer service experience

KNOWLEDGE, SKILLS, AND ABILITIES

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge
  • Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  • Sales and Marketing — Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
• Skills
  • Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Service Orientation — Actively looking for ways to help people.
  • Speaking — Talking to others to convey information effectively.
  • Related occupations
  • Reading Comprehension — Understanding written sentences and paragraphs in work-related documents.
  • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

• Abilities
  • Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Service Orientation — Actively looking for ways to help people.
  • Speaking — Talking to others to convey information effectively.
  • Reading Comprehension — Understanding written sentences and paragraphs in work-related documents.
  • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

HEALTH, SAFETY, AND ENVIRONMENT (HSE) ACCOUNTABILITIES

• Responsibilities
  • Follow standard safe work procedures
  • Identify and report hazards and environmental aspects
  • Follow reasonable instructions
  • Act responsibly for the safety of self and others
  • Participate in HSE improvement activities
  • Wear designated personal protective equipment
  • Ensure tools are in a safe condition before use
  • Adhere to site safety rules
  • Respond to spills or environmental
• Key Activities
  • Report all unsafe situations immediately to Supervisor/Manager
  • Take corrective action within own ability and report to supervisor
  • Report all injuries, near hits and plant or equipment damage
  • Support fellow employees
  • Support HSE committees
  • Ask about and keep informed of workplace hazards
  • Attend training as requested
• Accountability Measures
  • Processes of Supervision
  • Current knowledge of HSE Committee and discussions

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The physical requirements of this position involve Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.

SUPERVISORY RESPONSIBILITY

This position has no direct supervisory responsibility

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time, with or without notice.