What are the responsibilities and job description for the Service BDC Representative position at PENSKE AUTOMOTIVE GROUP?
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 customer to the contact and or service department
- Calls take about 2-3 minutes (after comfortable)
- About 75 Inbound calls daily
- Understands the terminology of the automobile business and keep abreast of technology changes
- Understands the manufactures 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 follow 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 stay current with the sales department concerns and sales techniques
- Attends company meetings as required
- Other duties as assigned
WFH Options:
- After 3-4 months, option to work office/remote hybrid schedule (2 days home, 3 days office)
- After 6 months, option to go fully remote