BDC Service Representative

Penske Automotive Group; Surprise (AZ); On-site; USD 36,000 - 48,000; Full time

Job summary

Toyota of Surprise is seeking a BDC Representative to handle inbound and outbound calls and communicate with customers via text, email, or social media. Training lasts 3-4 weeks and covers shadowing, mock calls, and scheduling service appointments.

Responsibilities include responding to inquiries, rescheduling, and routing issues to the appropriate department. Strong communication and data handling skills are essential, with a professional appearance and adherence to policies.

Qualifications

• Clear communication with customers via multiple channels.
• Ability to define problems, collect data, and draw valid conclusions.
• Data organization and basic analysis for management reviews.
• Basic math and percentage calculations for pricing, discounts and quotes.
• Collaborative, positive attitude and ability to work with others.

Responsibilities

• Respond to inbound appointment inquiries by phone, text message, and email.
• Reschedules missed appointments.
• Book appointments per maintenance schedule and policies.
• Assist with customer inquiries by routing to contact or service department.
• Attend required training and stay current with sales department concerns.

Skills

Clear communication

Problem solving

Data entry/analysis

Mathematical aptitude

Team player

Education

High school diploma or equivalent

Associate's degree (preferred)

Job description

Summary/Objective

The BDC Representative is responsible for making inbound and outbound calls and communicating with prospects and customers via text, email, or social media as assigned.

Essential Functions

• Training is 3-4 weeks long
• Training includes shadowing, mock calls, legal training, how to use computer systems, and how to schedule service appointments
• Respond to inbound appointment inquiries by phone, text message, and email
• Reschedules missed appointments
• Book appointments based on maintenance schedule per brand and in accordance with company policies and manufacturers specifications
• Assists with answering customer inquiries and problems by routing customers to the contact and or service department
• Calls take about 2-3 minutes (after training period)
• About 75 Inbound calls daily
• Understand the terminology of the automobile business and keep abreast of technology changes
• Understand the manufacturer's requirements and policies for assigned brands
• Follows all attendance and punctuality standards and adheres to timekeeping standards; Employees are required to record the beginning and end times of any shift, break, or departure from work for personal reasons
• Follows the Company Code of Business Ethics and Conduct
• Understands and follows all work rules and procedures and follows lawful directions from Supervisors
• Upholds the company's non-disclosure and confidentiality policies and agreements
• Maintains a professional appearance in accordance with company policy
• Attends pertinent training and stays current with the sales department concerns and sales techniques
• Attends company meetings as required
• Other duties as assigned

Requirements

• Excellent communication skills, both oral and written, with the ability to effectively communicate with customers via face-to-face, phone, or other means of communication.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to process data and organize it for management analysis.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages
• Ability to understand and follow work rules and procedures
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions
• Ability to interact well with others and be a positive influence on employee morale throughout the organization

Work Environment/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. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Light Work- lifting no more than 20 pounds at a time and/or frequent lifting or carrying of objects weighing up to 10 pounds.
This position may involve long periods of sitting
This position involves repetitive motion.
This position requires the ability to climb stairs and may be required to stoop and kneel infrequently
This position requires the ability to hear and talk
This position is primarily located in an office environment, with heating and air conditioning but the position requires the ability to meet with customers outside and may be subject to extreme cold or heat for short periods of time

Position Type/Expected Hours of Work

Work evening, weekend, and holiday work hours as required.

Required Education and Experience

High school diploma or the equivalent and one year related experience; equivalent combination of education and experience.

Preferred Education and Experience

Associate's degree (A. A.) or equivalent; or one to two years of related experience and/or training; or equivalent combination of education and experience.

Safety Sensitive Position

No

Dealership Name

Toyota of Surprise

_____________________

13543 North Autoshow Avenue, Surprise , Arizona 85388 , United States

Internal Job ID

BDC Representative - Service-742811

Area of Interest

Customer Service

Position Type

Full-time

undefined

EEO is the Law