Service Bdc

**Job Title**: Service BDC Agent
**Location**: Thomas Buick GMC, Cobourg, ON, Canada
**Department**: Service Business Development Center (BDC)
**Reports To**: Service Manager

**Job Summary**

The Service BDC (Business Development Center) Agent at Thomas Buick GMC is responsible for supporting the service department by managing inbound and outbound service calls, scheduling service appointments, and maintaining positive customer relationships. The agent is a critical player in ensuring customer satisfaction and retention, as they are often the first point of contact for service-related inquiries. They should be customer-focused, detail-oriented, and able to work collaboratively with the service team to drive business growth.

**Key Responsibilities**
- ** Customer Interaction**: Serve as the primary contact for incoming service inquiries, both via phone and digital communication platforms, handling questions about service offerings, pricing, and availability.
- ** Appointment Scheduling**: Schedule service appointments efficiently and accurately, aiming to maximize daily capacity while ensuring timely service delivery for customers.
- ** Customer Follow-Up**: Conduct post-service follow-up calls to ensure customer satisfaction, gather feedback, and encourage future business.
- ** Service Campaign Management**: Assist in promoting and scheduling service campaigns, recalls, and promotions, helping to increase awareness and drive revenue.
- ** Record Maintenance**: Maintain and update customer records in the CRM system accurately, ensuring that all interactions are documented.
- ** Collaboration**: Work closely with the service advisors, technicians, and parts department to ensure a smooth hand-off from scheduling to service delivery.
- ** Reporting and Analytics**: Track call performance, lead conversion rates, and appointment volumes, providing weekly and monthly performance summaries to the Service Manager.

**Key Performance Areas (KPAs)**
- ** Customer Service Excellence**
- Achieve high customer satisfaction CSI scores and positive feedback.
- Ensure all customer inquiries are answered promptly, professionally, and effectively.
- ** Appointment Scheduling and Conversion**
- Increase the number of appointments scheduled per week.
- Maximize the capacity of the service team by optimizing the appointment calendar.
- ** Lead Management**
- Convert at least 80% of inbound service inquiries into appointments.
- Maintain a high lead-to-appointment conversion rate.
- ** Follow-Up and Retention**
- Achieve timely follow-up on 100% of post-service calls.
- Drive retention efforts by encouraging future service appointments.
- ** Accuracy and Record-Keeping**
- Maintain an error-free CRM record and ensure that all customer information is up-to-date.
- Ensure data entry accuracy in service logs and reports.

**Objectives and Key Results (OKRs)**

**Objective 1**: Increase Monthly Service Appointment Volume
- ** Key Result 1**: Book a minimum of 150 service appointments per month.
- ** Key Result 2**: Maintain a 10% increase in scheduled appointments compared to the previous quarter.

**Objective 2**: Improve Customer Satisfaction and Retention
- ** Key Result 1**: Achieve a 95% customer satisfaction score in post-service follow-up surveys.
- ** Key Result 2**: Reach a minimum 75% retention rate for repeat service customers quarterly.

**Objective 3**: Enhance Service Lead Conversion
- ** Key Result 1**: Attain an 80% lead-to-appointment conversion rate for inbound service inquiries.

**Objective 4**: Optimize Appointment Scheduling Efficiency
- ** Key Result 1**: Ensure that 95% of scheduled appointments are confirmed and show up as planned.
- ** Key Result 2**: Reduce scheduling conflicts by 15% each quarter.

**Qualifications**
- High school diploma or equivalent; post-secondary education preferred.
- Minimum 1 year of experience in a customer service or call center environment, ideally within the automotive industry.
- Strong organizational and multitasking abilities.
- Excellent verbal and written communication skills.
- Proficient with CRM systems and basic office software (e.g., Microsoft Office Suite).
- Ability to work independently and collaboratively in a team environment.

**Competencies**
- ** Customer-Centric Focus**: Understands and anticipates customer needs, ensuring a positive experience at each touchpoint.
- ** Detail Orientation**: Able to handle multiple tasks with accuracy and consistency.
- ** Communication Skills**: Strong interpersonal skills for effective interaction with customers and team members.
- ** Adaptability**: Able to thrive in a fast-paced environment and adapt to changing priorities.
- ** Sales Acumen**: Exhibits persuasive communication skills that help convert leads into scheduled appointments.

This role offers an exciting opportunity for a motivated, customer-focused individual to contribute to the growth of Thomas Buick GMC’s service department and play a key part in our co