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in Warwick, RI
Appointment Coordinator
•30 days ago
Hours | Full-time, Part-time |
---|---|
Location | warwick, Rhode Island |
About this job
Business Development Center Representative
Position Description
JobTitle: Customer Care Representative
Department: Service
Reports to: BDC Manager
Category: Full-Time
Coverage Required: 4 days a week
Sunday Noon 5:00
M-F 7:30AM 7:00
Saturdays 8-600
ESSENTIAL DUTIES - include the following but are not limited to:
Answering all inbound calls for service and redirect calls for Parts and Misdirected calls.
Booking appointments-based on maintenance schedule per brand
Confirm vehicle
Confirm address and contact phone number
Confirm or gather valid email address
Enter vehicle needs into system using each manufactures different Operation Codes.
Scheduling Pickup and delivery appointments per brand protocol and advising clients of any fees
Get complete pick up address including company name if picking up at work
Make sure information in Pick Up Book and Computer System is complete and accurate.
Confirm next day pick up appointments on brands that request.
Fax following day Pick Up sheets to advisor
Call client and confirm pick up, address and best contact number for day of service.
Maintain a working knowledge of 10 different manufacturers
Constantly changing
Booking criteria
Scheduling of services
Prices of services
Length of time to perform services
Recalls
Must know how to log onto each of the 10 websites to run VINs for open recalls.
Knowledge of recalls
Length of time to perform
Parts availability
Appointment availability
Check for recalls using each manufacturer s website
Confirm parts availability
Book by advisor availability
Reserve Loaners
Must keep track of number of loaners per advisor for Lexus
Must keep track of daily total loaners for Acura
Brands that use Avis reserve loaners in Reynolds Loaner Screen
Follow up on no shows
Contact No Shows when advisors/managers tell us
Performing outbound calls
for service due
safety recalls
recommendations
special order part arrival
Strong Customer Service
Must be able to handle clients in a professional way
Clients calling to book appointments
Clients calling for information that do not want to book an appointment at that time.
Clients calling to check status of their vehicles service
Upset Clients
Be able to handle clients when you re unable to get in touch with advisor for status or information needed
Training of new Business Development Center Team
Train New Hires
Telephone
Answering calls
Transferring Calls
Advisor/Department Extensions
Computer System
Manufactures Websites
Reynolds Reynolds
Dealer Socket
Maintain Daily Service Schedules
Correct advisor made appointments
Add Loaners
Reserve Loaners
Add Multi Point Inspection Op Codes
Add Service Wash Op Codes
ADDITIONAL RESPONSIBILITIES
Arrives to work on time and is logged in to computer websites needed to perform job and ready to receive incoming calls at 7:30am
Maintains professional appearance and attitude
Follows instruction from BDC Manager
Interacts effectively with co-workers as a team
Understands and follows work rules and procedures and meets quota guidelines set
Accepts constructive criticism
Reports to BDC Manager any issues with team mates, advisors or managers that are interfering with performance.
_______________________ ______________________ ___________
Employee Name Employee Signature Date
_______________________ ______________________ ___________
Supervisor Name Supervisor Signature Date
Penske Automotive is an Equal Opportunity Employer
Position Description
JobTitle: Customer Care Representative
Department: Service
Reports to: BDC Manager
Category: Full-Time
Coverage Required: 4 days a week
Sunday Noon 5:00
M-F 7:30AM 7:00
Saturdays 8-600
ESSENTIAL DUTIES - include the following but are not limited to:
Answering all inbound calls for service and redirect calls for Parts and Misdirected calls.
Booking appointments-based on maintenance schedule per brand
Confirm vehicle
Confirm address and contact phone number
Confirm or gather valid email address
Enter vehicle needs into system using each manufactures different Operation Codes.
Scheduling Pickup and delivery appointments per brand protocol and advising clients of any fees
Get complete pick up address including company name if picking up at work
Make sure information in Pick Up Book and Computer System is complete and accurate.
Confirm next day pick up appointments on brands that request.
Fax following day Pick Up sheets to advisor
Call client and confirm pick up, address and best contact number for day of service.
Maintain a working knowledge of 10 different manufacturers
Constantly changing
Booking criteria
Scheduling of services
Prices of services
Length of time to perform services
Recalls
Must know how to log onto each of the 10 websites to run VINs for open recalls.
Knowledge of recalls
Length of time to perform
Parts availability
Appointment availability
Check for recalls using each manufacturer s website
Confirm parts availability
Book by advisor availability
Reserve Loaners
Must keep track of number of loaners per advisor for Lexus
Must keep track of daily total loaners for Acura
Brands that use Avis reserve loaners in Reynolds Loaner Screen
Follow up on no shows
Contact No Shows when advisors/managers tell us
Performing outbound calls
for service due
safety recalls
recommendations
special order part arrival
Strong Customer Service
Must be able to handle clients in a professional way
Clients calling to book appointments
Clients calling for information that do not want to book an appointment at that time.
Clients calling to check status of their vehicles service
Upset Clients
Be able to handle clients when you re unable to get in touch with advisor for status or information needed
Training of new Business Development Center Team
Train New Hires
Telephone
Answering calls
Transferring Calls
Advisor/Department Extensions
Computer System
Manufactures Websites
Reynolds Reynolds
Dealer Socket
Maintain Daily Service Schedules
Correct advisor made appointments
Add Loaners
Reserve Loaners
Add Multi Point Inspection Op Codes
Add Service Wash Op Codes
ADDITIONAL RESPONSIBILITIES
Arrives to work on time and is logged in to computer websites needed to perform job and ready to receive incoming calls at 7:30am
Maintains professional appearance and attitude
Follows instruction from BDC Manager
Interacts effectively with co-workers as a team
Understands and follows work rules and procedures and meets quota guidelines set
Accepts constructive criticism
Reports to BDC Manager any issues with team mates, advisors or managers that are interfering with performance.
_______________________ ______________________ ___________
Employee Name Employee Signature Date
_______________________ ______________________ ___________
Supervisor Name Supervisor Signature Date
Penske Automotive is an Equal Opportunity Employer