Kelley Automotive Group BDC Service CoordinatorKelley Automotive Group (Fort Wayne)

Description

This is an on-site position and is not eligible for remote work.

Department: Service Client Care Center

Functions: Handles inbound service reservation calls, confirms service reservations, performs outbound follow-up calls for due, overdue service clients, Special Order Parts (SOP) notifications, “We Owe” scheduling calls, and any additional outbound calls directed by Management.

Reports to: Client Care Manager

Responsibilities and Authority:

• Promptly and professionally answer inbound calls with the goal of providing an exceptional client experience resulting in a scheduled reservation with the service team.
• Master and follow all training materials including service Call Guides and Strategic Responses (word tracks) to accurately answer all guests’ questions promptly and professionally.
• Keep current with service specials, all direct mail pieces, and recall notices from the manufacturer.
• Prioritizing first call resolutions by utilizing the Blueprint KnowledgeDrive™ to search for answer(s) to guest’s questions before transferring the phone call to a Service Advisor.
• Follow the “Client Care Center Policies and Procedures” manual.
• Master all training materials provided in the ServiceMastery™ Certification training provided by Blueprint, which includes, but is not limited to, specific Call Guide strategies, and word tracks pertaining to overcoming specific client questions and objections.
• Be proficient in operational software techniques for DMS, Service CRM, and any additional dealer-specific software.
• Possess the aptitude & desire to develop a solid understanding of product information related to all brands, vehicles, and all maintenance/repair services provided by the service department(s).
• Willingness to develop an understanding of and adhere to the Client Care Center “Policies and Procedures Manual”.
• Meet or exceed all Key Performance Indicators that are specific to the following:
  • Average number of calls handled per day:
    • From launch date to 60 days in position: 100 calls handled per day (average)
    • 60 – 90 days in position: 110 calls handled per day (average)
    • 90+ days in position: 120 calls handled per day (average)
  • Average length of call: < 3:00 minutes
  • Appointment “show percentage”: 88% or greater
  • Number of “appointments created”: within 10% of the top-performing agent
  • Number of “appointments completed”: within 10% of the top-performing agent
  • A CallRater™ score of 85.0 or greater after 30 days / 90.0 score after 60 days
• Any other tasks deemed necessary per Management.

Requirements

Qualifications:

Requires a high school diploma or the equivalent. Must be able to read and comprehend instructions and information. Must possess outstanding communication skills, a cheerful and enthusiastic disposition, and the ability to speak articulately. Must have some computer knowledge and skills. Must display great work ethic, project a “can do” attitude in the face of change, enjoy conducting outbound telephone calls with enthusiasm, and support the goals and vision of the department. Must complete ServiceMastery™ certification training, with a minimum score of 85%. Service Coordinators must attend 100% of the certification training, which is equal to four consecutive days. Must have a valid driver’s license and a good driving record.

Working Conditions:

Will work at a computer in an office setting. Will work with a computer and organize paperwork during most of the shift. Will have personal interaction with the customers. May stand, stoop, kneel, crouch, and/or reach during the shift. May be exposed to noise, dust, and/or exhaust fumes. Weekend and/or holiday hours may be required.

NOTE:

THIS IS NOT NECESSARILY AN EXHAUSTIVE LIST OF THE RESPONSIBILITIES, SKILLS, DUTIES, REQUIREMENTS, EFFORTS, WORKINGCONDITIONS ASSOCIATED WITH THIS POSITION. WHILE THIS LIST IS INTENDED TO BE AN ACCURATE REFLECTION OF THE CURRENT JOB, THE DEALERSHIP RESERVES THE RIGHT TO REVISE THE FUNCTIONS, DUTIES AND REQUIREMENTS OF THE JOB OR TO REQUIRE THAT ADDITIONAL OR DIFFERENT TASKS BE PERFORMED WHEN CIRCUMSTANCES CHANGE.

I, the undersigned, understand and have carefully read the contents of this job description. I understand the responsibilities, requirements, and duties expected of me. I ALSO UNDERSTAND THAT THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT OF EMPLOYMENT, NOR ALTER MY STATUS AS AN AT-WILL EMPLOYEE. I have the right to terminate my employment at any time, for any reason, and the dealership has a similar right.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER