Service BDC / Loaner Agent - Massey Cadillac South

The Service BDC / Loaner Agent is a hybrid role that will handle both loaner car coordination and scheduling appointments for guests to bring their car in for service.

The Loaner Agent is responsible for coordinating the check-in and check-out of loaner vehicles for service customers, ensuring accurate documentation, vehicle condition inspections, and timely availability. Acts as a liaison between customers and the service department while delivering efficient, professional customer service and maintaining loaner fleet organization.

The Service BDC Agent is responsible for generating services appointments with customers that contact the dealership via the internet.  The BDC Fixed Ops delivers a premium customer experience by responding to customer inquiries in a prompt, professional, accurate and courteous manner.  This highly accountable position uses lead management tools, CRM software and the internet to manage inquiry flow, update customer files, and closely track customer interest.  The service BDC associate will be trained to understand all products and services offered, will become knowledgeable of inventory as well as financing and incentive programs.

Duties and Responsibilities:

·       Respond to internet inquiries with courtesy, accuracy and professionalism.

·       Promptly and accurately enter all customer inquiry data into the CRM.

·       Generate services appointments.

·       Conduct phone surveys to assess customer preferences and quality of experience.

·       Effectively utilize lead management tools.

·       Compile all necessary reports, forms and other documentation on a timely basis.

·       Perform other job-related duties as assigned.

·       Exhibit ethical behavior, provide the highest degree of customer satisfaction and be honest in all aspects of  dealing with customers.