• BDC/Auto Alert Representative - Toyota of La Crosse

    Location US-WI-La Crosse
    Posted Date 3 weeks ago(5/30/2018 12:58 PM)
    Job ID
    05.30.2018-2070
    # Positions
    1
    Category
    Customer Care
    Dealership
    Toyota of La Crosse
    Type
    Regular Full-Time
  • Summary

     

    The Business Development Service Representative is responsible for professional scheduling of all appointments and making outbound calls for the service department in a manner that promotes smooth flow of appointments through the service department by scheduling work to maximize customer convenience. As needed, assist with the sales department overflow.  

    Responsibilities

    Primary Responsibilities

    Service

    • Answers incoming calls to provide information, schedule appointments and receive customer and vehicle information.
    • Refers customers who have questions about the work performed and additional maintenance or repairs made to the Service Advisor or other appropriate individual.
    • Handles customer complaints with integrity and poise and, when necessary, refers dissatisfied customers to the appropriate individuals for resolution.
    • Completes Auto Alert Initial and Ongoing training to be proficient with the software.
    • Utilizes Auto Alert Software to set appointments for Sales Department for Vehicle Exchange Appointments.  Once the flow of teh Sales and Service volume is established by BDC Manager, a daily minimum Auto Alert Contacts will be assigned to BDC/Auto Alert Representative.
    • Communicated details of Auto Alert appointments with Sales Associates adn Sales Mangement to insure smooth turn over from BDC to Sales.
    • Provides accurate cost and time estimates for needed maintenance and repairs.
    • Answers and responds to service requests, scheduling customers as needed.
    • Performs service follow-up calls assigned by the Guest Services Manager verifying the service visit and repair were satisfactory. Takes care of any problems that there may have been and asks for a completely satisfied Customer Satisfaction Index (CSI) survey score.
    • Contacts customers when their special order parts arrive and makes an appointment with service scheduler.
    • Makes recommendations to customers on maintenance needs based on time and mileage of customer vehicle.
    • Contacts customers to remind them of missed service appointments and reschedules them.
    • Contacts customers about outstanding service needs and attempts to schedule for service.
    • Makes the introduction to service calls as assigned by the Guest Services Manager to remind customers of their first service and to make the appointment.
    • Contacts customers about declined services and special offer that may be applicable.

    Secondary Responsibilities

    • Builds and maintains strong relationships with customers and co-workers.
    • Performs other duties and projects as assigned by the Guest Services Manager.
    • Maintains a professional appearance and manner consistent with Ballweg’s culture.
    • Sales
    • Answers incoming sales calls to provide information, schedule appointments and receive customer and vehicle information.
    • Responds to Internet leads for the sales department.
    • Engages in live chat for the sales department.
    • Learns basic product knowledge and incentive programs and follows scripts provided by the company.
    • Identifies the customer’s needs, provides information and addresses any concerns and schedules an appointment for the customer with a Salesperson which should ultimately result in a vehicle sale.
    • Places outbound calls to potential leads based on current marketing campaigns and lease termination lists.
    • Tracks set and shown appointments daily and reviews with the Guest Services Manager weekly.
    • Places follow-up calls and e-mails for the New Owner Events to increase customer participation on an occasional basis.

    Qualifications

     

    Qualifications

    • Must have a strong customer service background. Previous sales and/or marketing experience is a plus.
    • Must have strong phone skills.
    • Must have excellent verbal and written communication skills.
    • Must possess strong organizational and time management skills.
    • Must possess strong computer skills specifically in Microsoft Outlook and Excel and in navigating through websites.
    • Must be able to operate multiple software programs at once.
    • Must be able to communicate well with others and follow directions.

    Physical Demands

    Working Conditions and Physical Effort

    • No or very limited physical effort is required. No or very limited exposure to physical risk.

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