BDC Service Representative

General description

The Business Development Center (BDC) Coordinator is responsible for providing quality customer service and attention. Meet the needs and exceed the expectations of our client, through constant monitoring before, during and after the service. Work hand in hand with the Services Department to meet the goals established by the department.

Essential Duties and Responsibilities:

• Receive calls from the Service Department. Identify the needs of GHK, LLC customers. using the scripts of the BDC Department. Guide them and offer them different service alternatives in order to coordinate an appointment.
• Create convenient appointments for clients, using the scripts of the BDC Department, with the purpose that they attend on the agreed day and time. The appointment must be registered through the CDK appointment system. Always in coordination with the Service Department (Advisor, Parts and Workshop; Manager and Workshop Manager) to guarantee that the resources are available to attend the appointment.
• Write down a progress note for every client with whom you have effective or ineffective contact, whether by phone, email, or voicemail.
• Coordinate and confirm appointments with our clients, using the scripts of the BDC Department, to ensure that they are presented and if any need arises (change of appointment, time, etc.) it is attended to. This is for the purpose of ensuring the client's visit.
• Ensure a good level of production among Service Advisors and Technicians available for the day in question.
• Keep a record of the clients mentioned, through the CDK system. Clients who do not show up for their appointments (No show) will be identified using the scripts of the BDC Department. The client will be called to verify why they could not attend their appointment and arrange it again. This is for the purpose of ensuring the client's visit.
• Have good management of time and equipment (computer, telephone, programs, etc.) through training on supplier portals and/or training with assigned instructors or Manager. This is so that they comply with the required functions of the position and the goals established in the department.
• Update and maintain our client's database using department guidance. This will help us stay in touch and maximize prospecting opportunities through the Follow-up Program and department guidelines.
• If necessary, meet with the Manager to review and update work plans. That is, re-coordinate scheduled appointments due to emergency cancellations or unplanned absences or due to lack of parts in inventory and they do not have the capacity to attend these appointments.
• Complete any additional tasks not covered in this list but related to the functions and duties of the BDC position. This means making special calls, writing letters, notes or any other matter that is directly related to customer service.

Requirements

• High school diploma or more
• It must be organized (structured).
• Willing to work overtime and weekends.
• Oral and written communication skills (English and Spanish).
• Excellent interpersonal communication and writing skills.
• Ability to make decisions, establish priorities and work as a team

*EEO