Customer Care Associate

6 months ago

Vancouver, Canada Brian Jessel BMW Pre - Owned Full time

**Customer Care Associate - Brian Jessel BMW**

**Department**:Service - Customer Care Call Centre

**Status**:Full-Time, Permanent role with Company Benefits

**Location**: 1515 Boundary Road, Vancouver, BC, V5K 5C4

**About Our Organization**:
Brian Jessel BMW has been the leading BMW dealership serving the Lower Mainland for over 35 years, since 1986. As the leading BMW dealership across Canada, we believe our people are what determine the success of our company.

We pride ourselves on providing first-class service and a unique BMW purchasing experience to our clients. We carry forward our winning business formula to build and empower our team of 200 talented individuals.

Together at Brian Jessel BMW, we promote:

- A Respectful and professional environment
- Supportive and collaborative teams
- Personal & career growth, as well as development opportunities

We continue to foster an environment of growth and success through regular assessments of our client’s experience and our employee’s engagement.

**We welcome you to Work with us, Drive with us, and be a part of our Winning Team**

**Accountabilities & Responsibilities**:

- RO Check Marking: Flag Errors for Signatures and make necessary changes
- Enterprise Invoices: Record Necessary information and enter it into a spreadsheet
- Maintain and Update Tool Catalog
- Assist Accounting Department with a third-party warranty when needed.
- Create New Valet / Accounting sheets when needed.
- Create and update Customer files as needed
- Create the appropriate paperwork for the Valet appointments
- Book cx appointments as needed
- Any Admin duties needed like photocopying, order supplies, replenishing office supplies, creating documents and spreadsheets as needed
- Assist and direct customers as needed
- Assist advisors with CX payments/paperwork, collecting signatures when needed
- Maintain the service cash flow and the daily accounting spreadsheet
- Assist call center as needed
- Communicates in a professional manner treating all with empathy and respect
- Answer incoming calls within 3 rings
- Schedule service appointments correctly and in a timely manner
- Upsell recommended services when appropriate
- Obtain and update customer database
- Screen incoming calls and transfer them to the appropriate person or division
- Service Follow-Ups are to be done by phone daily for the previous service appointment date
- 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 CRS reports daily, review and print the list to call the clients
- 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
- Assists in the preparation of the daily deposit and cashier reports at the end of each processing day
- 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
- Excellent verbal and written communication skills, as frequent telephone interaction is integral to this role
- Understanding telephone 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

**Work Environment**:
Our hours of operation are below. The hours and days of work are dependent on your role

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