Service Business Development Center (BDC)

PURPOSE:

The BDC Service Coordinator, plays crucial role in our service team by managing the Business Development Center (BDC) operations. Their primary responsibility will be to support the service process, enhance customer relationships, and drive lead generation through effective communication and coordination.

ESSENTIAL DUTIES:

Field incoming calls to determine if the customer needs to schedule an appointment or be transferred to a specific colleague, or another department.

Record all appointments in appointment software, certain to include all aspects needed, including name, email, best contact phone number, transportation needs, pricing relevant to repairs, VIN for new customers, and all concerns the customer wishes to have addressed.

Run a VMI for every scheduled appointment so any open campaigns or recalls can be listed as an appointment concern.

Order parts for incoming appointments, keep track of pending orders and check SPI for arrival information before customer’s scheduled appointment.

Verify the customer's preferred method of communication, as well as any specific accommodations the customer will need the service advisor, service manager, or technician will need to be informed about.

Check email frequently for incoming appointments, information on tow-in vehicles, emails regarding shop capacity, advisor absence, or requests for appointments from colleagues.

Field incoming questions from customers regarding features, malfunctions, pricing, service availability, and general information the customer asks about.

Perform quality assurance checks on the assigned day of the week to check appointments for accuracy.

Perform a quality check of all appts booked for that day to ensure all information is included in the concern lines, transportation needs are documented, cost estimates are given, and approximate repair times discussed with the client. This task also included all appts made online by customers. The customer may need to be contacted, and any missing information may need to be documented in the appointment.

Return voicemails left by customers within 10 minutes of receiving time.

Check online appointments for missing information, repair concerns, open recalls, and contact customer to collect and provide information relevant to the appointment.

Perform outbound quality assurance calls to perform temperature checks on customers and to determine if recent service visits were satisfactory or if management escalation is needed.

Complete quarterly training assigned via learning in NetStar.

Complete annual harassment and safety training assigned through software systems such as ComplyNet and KPA online learning.

Run a VMI for every scheduled appointment so any open campaigns or recalls can be listed as an appointment concern.

Schedule loaners according to the availability set by the service department and determined by the fleet availability.

Keep an accurate SHARED list of customers on the courtesy vehicle waiting list, which is prioritized by heat cases, comebacks, and new vehicle purchases.

Schedule valet services for in-town and out-of-town deliveries and returns. Coordinators should confirm the transportation request and request for same-day valet returns.

Keep every handwritten message handed to you by other employees to schedule appointments for customers. Staple these into your notebook on the day the employee gave you the message.

Double-check their notebook during downtimes and at the end of each day to ensure all appointments have been entered into CDK and are accurate.

Reach out to no-show appointment customers to attempt to reschedule the client for another day that is convenient for them.

Perform annual prepaid maintenance calls/emails for clients that have not scheduled the maintenance for their vehicle.

All other duties as assigned.

QUALIFICATIONS:

High school diploma or the equivalent

Hold current and valid driver license

Must be able to work a fluctuating schedule six days per week

Ability to plan and control

Product knowledge; sales skills

Must be able to multi-task

Ability to collaborate with others

Excellent verbal and written communication skills

Proficient knowledge of dealership’s computer systems

Must be a team player with impeccable honesty and integrity

Maintain a high level of professional personal appearance, grooming and conduct