Job Description
Summary of Position: To provide a solution to our client interactions via phone, email, or face-to-face by consistently and efficiently communicating with clients to the ultimate BMW customer experience and enhance CSI.
Accountabilities & Responsibilities: - Answering inbound calls within 3 rings
- Making outbound calls (service related)
- Maintain and Update Tool Catalog
- Schedule service appointments accordingly and in a timely manner
- Asking correct questions when booking service appointments
- Communicating with other departments
- Create and update Customer files as needed
- Assist and direct customers as needed
- Assist advisors with Clients payments/paperwork, collecting signatures when needed
- Handle client inquiries through multi-channel communication (telephone, email, face-to-face, chat etc.) to ensure the Ultimate Customer Experience
- Communicates in a professional manner treating all with empathy and respect
- Upsell recommended services when appropriate
- Obtain and update customer database
- Screen incoming calls and transfer them to the appropriate person or division when needed
- Complete reminder calls for the next day's service appointments via the client's preference either by phone or email
- Search for new Recalls once a week and contact the client to book an appointment.
- Contact clients with special-ordered parts that have arrived and need to be installed.
- Generate a report for Low mileage clients and contact them to see if they qualify for an appointment based on mileage.
- Generate Warranty reports daily, review and print the list to call the customers
- Maintain strong knowledge of BMW products, services, and processes through on-the-job training to answer customer questions effectively and promote a high-quality BMW brand identity.
- Tactfully communicate company policies and procedures in a way that focuses on customer benefit
- Perform administrative functions accurately by the given deadline
- Work with CCC Supervisors to achieve daily, weekly and monthly departmental goals
- Perform other duties and tasks as directed by management
Personal Work Habits: - Time Management. Plan in advance each day's work considering the most important task to do that day and by the deadline
- Maintain a high level of grooming, hygiene and professional appearance
- Be a goodwill ambassador for the company by courteous treatment of all customers on the phone, in person, or outside the dealership
- Maintain consistency with punctuality and attendance. Always call and inform your manager or HR manager if you are unable to come to work
- Keep up to date with company developments and advertising
- Master every technique taught to you by practicing until you are word perfect in phraseology
- Develop your skills in questioning & listening techniques
- Support all your colleagues and managers from all departments
- Exceed your colleague's and client's expectations
Skills: - Extraordinary client interaction is top of mind
- Excellent organizational skills
- Strong problem-solving skills
- Capable of managing multiple tasks and deadlines simultaneously, with strong attention to detail
- Great verbal and written communication skills, as frequent telephone interaction is integral to this role
- Understanding telephone and email etiquette
- Superior PC-related skills
- Ability to thrive in a fast-paced environment
- Excellent team player and ability to work independently
- Be proactive and willing to take initiatives to create efficiency within your duties
- Can easily adapt to change and when given new tasks
Compensation : $36,920 to $39,000 per year + bonus plan
Work Environment: The hours of operation for this position are detailed below:
- 8:30 am to 5:00 pm Tuesday to Saturday
Job Tags
Full time, Saturday,