Automotive Service Scheduling BDC

Job Description

Company Overview

Roush Honda is a 100% employee-owned company and Top-Rated Auto Dealership. When you step into our dealerships, you will understand why we’re different. We strive to provide a sense of belonging within our family-like workplace culture. Yes, we offer great benefits, opportunities for advancement, community involvement, and we’re closed on Sundays. However, we believe our growth and success come from our employees having a stake in our Employee-Owned Company. We provide an opportunity for the people who build the business to take it forward. We count on everyone to work together toward a common goal. When you work at Roush Honda, You Own It!

Automotive Service Scheduler BDC

Job Summary

As a Service Business Development Scheduler (BDC), you will be assisting customers with requests for repair and maintenance by documenting their needs, answering questions or concerns within the scheduling systems. This job requires a patient and stable work style and consistency in dealing with repetitive routine. A customer service, team-oriented focus is of utmost importance as you will be working with a direct team of ten.

Benefits

Convenient Appointment Bonus

Employee Stock Ownership Plan

Employee Referral Program

Parts, Service and Vehicle Discounts

Company-paid Short-Term Disability

Company-paid Basic Life Insurance

Long-term Disability

Voluntary Life Insurance

Health, Dental & Vision Insurance

Paid Time Off

401k

Qualifications

Excellent phone, communication, listening and computer skills

Excellent verbal and written communication skills

Proficient typing skills

Commitment to a high level of customer service is essential

Strong work ethic

Punctual and reliable

Must be detail-oriented and have exceptional time management skills

Ability to follow instructions and thrive in a fast-paced environment

Team player

Exhibits a “can-do” attitude

Automotive Service Scheduling BDC Primary Responsibilities

Answer all calls promptly in a positive and professional manner

Ability to follow script to seek information from customer regarding their vehicle service needs

Actively listen to the customer’s inquiries and requests while asking questions and verifying information throughout the process to ensure a “great first impression.”

Review customer’s service history and update customer information as needed with internal software

Schedule appropriate date/drop-off time, estimate the cost of the service, and the expected completion time

Work together with the parts department to ensure parts are in stock for scheduled repairs

Be patient and maintain composure at all times

Promptly address customers questions or concerns via phone, email and/or text

Contact customers to reschedule appointments that were missed or canceled

Communicate with service dispatch regularly to bring in additional service work

Meet or exceed expected call volume goals

Performs other related duties as assigned

Requirements

Ability to work Monday - Thursday 1p-9p and alternating Friday & Saturday 8a-6p

Previous call center or similar experience of 1-2 years

Pleasant telephone manner and customer service persona

Proficient with or the ability to quickly learn software used for recording information and processing repair orders

Proficient in navigating multiple computer screens and software programs simultaneously.

Knowledge of the automotive industry is preferred but not required

Excellent organizational skills and attention to detail

Excellent written and verbal communication skills

Consent to a background check and drug screening

Prolonged periods sitting or standing at a desk and working on a computer and answering phones

High School Diploma or equivalent required

Full-time