Experienced Automotive Service Scheduling BDC - PM Shift
Job Description
Job Description
Company Overview
Roush Honda is a 100% employee-owned company and Top-Rated Auto Dealership. When you step into our dealerships, you will understand why we’re different. We strive to provide a sense of belonging within our family-like workplace culture. Yes, we offer great benefits, opportunities for advancement, community involvement, and we’re closed on Sundays. However, we believe our growth and success come from our employees having a stake in our Employee-Owned Company. We provide an opportunity for the people who build the business to take it forward. We count on everyone to work together toward a common goal. When you work at Roush Honda, You Own It!
Automotive Service Scheduler BDC
Job Summary
As a Service Business Development Scheduler (BDC), you will be assisting customers with requests for repair and maintenance by documenting their needs, answering questions or concerns within the scheduling systems. This job requires a patient and stable work style and consistency in dealing with repetitive routine. A customer service, team-oriented focus is of utmost importance as you will be working with a direct team of ten.
Benefits
- Convenient Appointment Bonus
- Employee Stock Ownership Plan
- Employee Referral Program
- Parts, Service and Vehicle Discounts
- Company-paid Short-Term Disability
- Company-paid Basic Life Insurance
- Long-term Disability
- Voluntary Life Insurance
- Health, Dental & Vision Insurance
- Paid Time Off
- 401k
Qualifications
- Excellent phone, communication, listening and computer skills
- Excellent verbal and written communication skills
- Proficient typing skills
- Commitment to a high level of customer service is essential
- Strong work ethic
- Punctual and reliable
- Must be detail-oriented and have exceptional time management skills
- Ability to follow instructions and thrive in a fast-paced environment
- Team player
- Exhibits a “can-do” attitude
Automotive Service Scheduling BDC Primary Responsibilities
- Answer all calls promptly in a positive and professional manner
- Ability to follow script to seek information from customer regarding their vehicle service needs
- Actively listen to the customer’s inquiries and requests while asking questions and verifying information throughout the process to ensure a “great first impression.”
- Review customer’s service history and update customer information as needed with internal software
- Schedule appropriate date/drop-off time, estimate the cost of the service, and the expected completion time
- Work together with the parts department to ensure parts are in stock for scheduled repairs
- Be patient and maintain composure at all times
- Promptly address customers questions or concerns via phone, email and/or text
- Contact customers to reschedule appointments that were missed or canceled
- Communicate with service dispatch regularly to bring in additional service work
- Meet or exceed expected call volume goals
- Performs other related duties as assigned
Requirements
- Ability to work Monday - Thursday 2p-10p and alternating Friday & Saturday 8a-6p
- Previous call center or similar experience of 1-2 years
- Pleasant telephone manner and customer service persona
- Proficient with or the ability to quickly learn software used for recording information and processing repair orders
- Proficient in navigating multiple computer screens and software programs simultaneously.
- Knowledge of the automotive industry is preferred but not required
- Excellent organizational skills and attention to detail
- Excellent written and verbal communication skills
- Consent to a background check and drug screening
- Prolonged periods sitting or standing at a desk and working on a computer and answering phones
- High School Diploma or equivalent required