Customer Care Associate – Brian Jessel BMW

Department: Service - Customer Care Call Centre

Status: Part-Time, Permanent role

Location: 2311 Boundary Road, Vancouver, BC, V5K 5C4

About Our Organization:

Brian Jessel BMW has been the leading BMW dealership serving the Lower Mainland for over 39 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!

Benefits & Perks:

• Company events
• Employee assistance program
• Extended health care
• Store discount
• Vision and dental care
• Semi-Annual Team Buildings

Summary of Position: To provide a solution to our client interactions via phone, email, or face-to-face by consistently and efficiently communicating with clients to the ultimate BMW customer experience and enhance CSI.

Accountabilities & Responsibilities:

• Answering inbound calls within 3 rings
• Making outbound calls (service related)
• Maintain and Update Tool Catalog
• Schedule service appointments accordingly and in a timely manner
• Asking correct questions when booking service appointments
• Communicating with other departments
• Create and update Customer files as needed
• Assist and direct customers as needed
• Assist advisors with Clients payments/paperwork, collecting signatures when needed
• Handle client inquiries through multi-channel communication (telephone, email, face-to-face, chat etc.) to ensure the Ultimate Customer Experience
• Communicates in a professional manner treating all with empathy and respect
• Upsell recommended services when appropriate
• Obtain and update customer database
• Screen incoming calls and transfer them to the appropriate person or division when needed
• Complete reminder calls for the next day’s service appointments via the client’s preference either by phone or email
• 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 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
• 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
• Great verbal and written communication skills, as frequent telephone interaction is integral to this role
• Understanding telephone and email 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
• Can easily adapt to change and when given new tasks
• Active listening skills to understand complex customer concerns

Compensation: $18.00 to $19.00 per hour + BONUS PLAN

You can also apply on our website online:

Please visit our career website and share your area of interest and qualifications. We thank everyone who has taken the time to apply; however, we will only be contacting shortlisted candidates.

Application Link: https://www.brianjesselbmw.com/careers/ or https://bjbmw.dphr.app/careers/0b3fa6ec-f3a6-969d-ed74-f82b59aae68e&en

Company Websites: https://www.brianjesselbmw.com or https://www.brianjesselbmwpreowned.com

Our Own YouTube channel: https://www.youtube.com/user/BrianJesselBMW

Other important links:

We are very active on other social media platforms and take pride in sharing all our accomplishments, market presence and corporate social responsibilities. Our employees and other stakeholders are integral parts of our Winning Team!

Twitter: https://twitter.com/brianjesselbmw

Facebook: https://www.facebook.com/BrianJesselBMW/

Instagram: https://www.instagram.com/brianjesselbmw

LinkedIn: https://www.linkedin.com/company/brian-jessel-bmw/