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Outbound Appointment Coordinator - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Warwick, RI Warwick, Rhode Island |
About this job
Business Development CenterOutbound RepresentativePosition Description
JobTitle: Customer Care Representative Outbound Team
Department: Service
Reports to: BDC Manager
Category: Full-Time
Coverage Required:Monday thru Friday 8:30am to 5pm
ESSENTIAL DUTIES - include the following but are not limited to:
* Performing outbound calls
* Service due
* Safety recalls
* Recommendations
* Special order part arrival
* Declined Recommendations
* 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.
* 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 daily total loaners for brands that count loaners.
* Follow up on no shows
* Contact No Shows when advisors/managers tell us
* 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 make outbound calls starting at 9:00am.
* 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
JobTitle: Customer Care Representative Outbound Team
Department: Service
Reports to: BDC Manager
Category: Full-Time
Coverage Required:Monday thru Friday 8:30am to 5pm
ESSENTIAL DUTIES - include the following but are not limited to:
* Performing outbound calls
* Service due
* Safety recalls
* Recommendations
* Special order part arrival
* Declined Recommendations
* 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.
* 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 daily total loaners for brands that count loaners.
* Follow up on no shows
* Contact No Shows when advisors/managers tell us
* 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 make outbound calls starting at 9:00am.
* 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
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