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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