Automotive BDC​/Online Customer Service Rep - Clay, NY

Overview

Davidson Ford of Clay looking for an Automotive BDC / Online Customer Service Rep to join our growing company! This position is both the first and last point of contact for many of our guests. They set the tone for the customer's visit with us and follow up afterwards so we’re looking for someone who’s friendly and energetic! In addition to scheduling appointments, this position helps ensure that any of the customer's questions and concerns are addressed sincerely and urgently.

Hours:

Monday - Friday, 8:00am - 5:30pm

Pay: $17 - $18/hr

• Ensure that incoming calls are handled in a timely and effective manner.
• Perform outbound calls such as appointment confirmations, scheduling of first services, oil change/state inspection reminders, etc.
• Utilizes a variety of call lists to identify and reach out to guests that may have outstanding needs.
• Ensure that all calls are handled in a timely and effective manner.
• Maintain a friendly and accommodating attitude with all of the customers.
• Set appointments for customers on the phone, email, text, or in person.
• Promptly review all online reservations for completeness, accuracy, and availability. Immediately reach out to guests to confirm any missing or incomplete information, or to offer alternative scheduling options when needed.
• Offer all guest experience options to every qualified guest.
• Consistently offer upgraded service options and explain the benefits of each.
• Assist with following up with each guest within 1 business day to discuss their experience and to encourage survey participation.
• Stay up to date on current offerings and products.
• Provide back-up to other team members as needed.
• Assist with our Pick Up and Delivery service as needed.
• Other duties may be assigned as needed.

• Excellent verbal/written communication skills. Must be able to craft emails with professional tone and grammar.
• Outgoing, empathetic, and patient personality.
• A multi-tasker that can provide great guest service.
• Process oriented with an attention to detail.
• The ability to maintain guest relations and successful use of de-escalation techniques as needed.
• Must have initiative to complete tasks, offer upgraded service options, and offer guest experience options to all qualified guests.
• Actively participate in skills and product trainings as needed.
• Must be at least 18 years of age.
• Must have a valid Driver's License.

• Previous administrative or customer service experience.
• Previous automotive industry experience.

• Sick Leave accrued every week!
• Discounts on service, parts, and vehicles!
• We offer great benefits including Excellus medical insurance, Guardian dental insurance, and Davis vision insurance.
• We offer a reimbursement for qualifying out of pocket costs.
• We offer supplemental insurance through Aflac including:
  Life, Short-Term Disability, Accident and Critical Illness.
• We offer both Traditional and Roth 401(k) plans with an employer match.
• We offer paid holidays.
• Paid vacation time.
• We have an Employee Assistance Program, available to our employees and their immediate family members free of charge!
• We offer advancement opportunities within a large organization.
• We are an Equal Opportunity Employer.

• The ability to lift and carry up to 20 pounds.
• The ability to regularly perform repetitive motion tasks such as writing and typing.
• The ability to stoop, kneel, or crouch.
• The ability to sit for an extended period of time.