Service BDC Representative

OVERVIEW OF COMPANY AND POSITION

Family owned and operated for over 40 years, Bob Ruth Ford, Inc. is South Central Pennsylvania’s fastest growing dealership. As a Service Business Development Center Representative, you will be directly responsible for both contacting and following up with current service customers, developing new service business opportunities, and customer retention.

JOB REQUIREMENTS (REQUIRED)

• A high school diploma or equivalent
• A valid Pennsylvania Driver’s License
• Managing a heavy flow of internet appointment leads
• Scheduling service appointments
• Answering inbound service calls
• A strong working knowledge of Microsoft Office products
• Well-developed time management and organizational skills
• Strong interpersonal and verbal communications ability, including demonstrated presentation skills and a professional demeanor 
• Ability to work irregular hours, which may include evenings and/or Saturdays

JOB REQUIREMENTS (PREFERRED)

• Experience using auto industry computer software and applications, such as the Vin Solutions CRM system, dealership websites, Vauto, etc.
• 1-2 years of telephone call center and/or customer service experience
• 1-2 years of inside/outside sales experience

JOB DUTIES

As a Service Business Development Center Representative, you will be directly responsible for both contacting and following up with current service customers, developing new service business opportunities, and customer retention.

• Personally responding to phone calls and emails related to customer vehicle appointments
• Work with VINSolutions or CRM experience (Preferred, but also willing to train)
• The willingness to create/communicate via video and virtual efforts (IPad/Virtual Meetings)
• Following up with potential customers on a more long-term basis

• Managing a heavy flow of internet appointment leads
• Scheduling service appointments
• Answering inbound service calls
• Learning, understanding, and following call and email scripts.
• Managing/handling:

• Recalls
• Declined RO’s
• Our Certified Maintenance Program
• Warranty Expirations
• Service Drive Proposals

• Service Buy Back Program

As time permits, the Service BDC Representative also makes outbound calls to existing customers to follow up with them regarding their service experience.  This position also completes sales training (including Ford-specific training) and phone training, reports monthly activities as required, and makes recommendations to the Internet Director regarding sales/service opportunities.