BDC Representative

Workstream; Downey (CA); On-site; USD 23,000 - 45,000; Full time

Job summary

Penske Toyota in Downey, CA is seeking a Business Development Center Representative to handle inbound calls, process inquiries, and distribute information. This on-site role involves scheduling service and sales appointments, maintaining guest data in the CRM, and ensuring accurate, courteous customer interactions.

The position requires strong communication, reliability, and follow-up skills, with hourly pay ranging from $16.90 to $33.00 depending on experience and productivity.

Qualifications

• Previous customer service experience.
• Sales experience required.
• Requires strong communication skills to work effectively with customers.
• Excellent follow through and follow-up skills.
• Proficiency in Microsoft Word, Excel, PowerPoint and Outlook.
• Able to problem solve and handle a variety of issues.
• Must be self-motivated and able to follow direction and able to work independently or as a team.
• Ability to multi-task projects, establish priorities, work independently and organize effectively.
• Must be detail orientated and be able to work under pressure.

Responsibilities

• Answer incoming calls for various service and sales inquiries and/or appointments.
• Make outbound calls to existing customers for scheduling and confirming service appointments, providing vehicle status, follow-up service calls, and information on special programs.
• Establish and track guest data and enter into the CRM.
• Interact with customers with a friendly, courteous, and professional demeanor and provide accurate information.
• Schedule service appointments for guests to meet with an Assistant Service Manager.
• Follow scripts to ensure inquiries are addressed accurately and consistently.
• Enter all customer data into the CRM and complete assigned To-Do items daily.
• Adhere to Do Not Call List and Privacy Act policies.

Skills

Customer service

Sales experience

Communication

Follow-up

MS Office

Problem solving

Self-motivation

Multi-tasking

Detail orientation

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

Your privacy is important to us. To view, the categories of personal information we collect from job applicants and the purposes for which the information is used, or to exercise your rights under the California Consumer Privacy Act (CCPA), visit our Privacy Policy at https://www.socalpenske.com/privacy-statement. By clicking “Apply,” you acknowledge that you have read the Privacy Policy and hereby consent to the collection, processing, use, and sharing of your personal information as described therein.

The Business Development Center (BDC) Representative is responsible for receiving, processing, verifying, and distributing information from inbound calls, to include but not limited to inquiries on new and pre-owned vehicles, internet leads, and providing general information. Employee is also responsible for handling inbound service inquiries, setting and confirming appointments, and making outbound calls regarding various customer care protocols including follow up on missed appointments, vehicle service status, service reminders, parts order status, and after-service follow up.

Position is 100% on-site.

Essential Duties

• Answer incoming calls for various service and sales inquiries and/or appointments.
• Make outbound calls to existing customers for various purposes including scheduling and confirming service appointments, providing vehicle status, follow-up service calls, and providing special programs information.
• Establish and track all guest data and enter into the CRM.
• Interact with customers with an emphasis on customer care by maintaining a friendly, courteous, and professional demeanor and provide accurate information.
• Schedule service appointments, to include date and time, for guests to meet with an Assistant Service Manager to address any service needs.
• Utilize detailed scripts provided by Dealership to ensure customer inquiries and concerns are addressed accurately and consistently and in accordance with Dealership and manufacturer objectives.
• Promptly and accurately enter all customer data, including name, date/time of call, nature of communication, and any other relevant information into the CRM.
• Complete all (100%) “To-Do’” items, as assigned to the Employee in the CRM, on a daily to ensure timely customer care and follow up.
• Adhere to Dealership’s policies regarding the National Do Not Call List and Privacy Acts.
• Follow-up in a timely manner on all internet leads as directed by management, policy and/or procedures.
• Obtain assistance when the need arises to move outside the call center and to communicate with the dealership management or front-line employees on behalf of the customer.
• Perform other duties, as assigned.

This position has a Pay Scale consisting of the following elements and ranges: Hourly Pay Rate of $16.90 to $33.00, based on level of experience and

individual productivity.

Qualifications

• Previous customer service experience
• Sales experiencerequired.
• Requires strong communication skills to work effectively with customers.
• Excellent follow through and follow-up skills.
• Proficiency in Microsoft Word, Excel, PowerPoint and Outlook.
• Able to problem solve and handle a variety of issues.
• Must be self-motivated and able to follow direction and able to work independently or as a team.
• Ability to multi-task projects, establish priorities, work independently and organize effectively.
• Must be detail orientated and be able to work under pressure.

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

Physical Demands

• Spend a significant amount of time on the telephone and in front of a computer.
• Frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• Occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl.
• Frequently lift and move up to 10 pounds and occasionally lift and move objects up to 25 pounds.

The above job description is only intended as a summary of the position’s responsibilities and does not include all duties that may be required to satisfactorily perform the job.

The Dealership is an equal opportunity employer and maintains a drug and alcohol-free workplace.

Penske Toyota is looking for results driven, team focused, dedicated people to join our team.

Our compensation and benefits package includes:

• Medical, Dental, Vision and Prescription Insurances
• Company Paid Life Insurance
• 401(k) Savings and Retirement Plan
• Tremendous Opportunity to Learn, Advance and Build a Career!

Penske Toyota is an Equal Opportunity Employer.