Courtesy Ford Lincoln is seeking a highly motivated and customer-focused individual to join our**Business Development Center (BDC) focusing on our Service Department.**Our Service BDC is the first point of contact for many of our guests. We are looking for someone extraordinary to join our team and be that friendly voice to engage customers and start and maintain positive, and long lasting relationships. This role requires excellent communication skills, organization, and a proactive attitude to provide an exceptional experience to our guests.

Why we need you

In a world where first impressions are everything, you're our secret weapon. Your talent for turning a simple inquiry into an irresistible invitation isn't just about booking appointments – it's about creating anticipation, building trust, and setting the stage for lasting relationships. Without your magic touch, we risk being just another dealership lost in the noise. With you, we become the must-visit destination for anyone requiring vehicle service.

You are the crucial first point of contact for our potential Guests. Your communication skills, enthusiasm, and ability to connect are essential in turning inquiries into dealership visits and, ultimately, satisfied customers.

Here's what you'll be doing

As ourService****BDC Representative, you'll be representing the service department, creating memorable first impressions, turning inquiries into opportunities, and playing a pivotal role in driving service success. You'll blend your communication prowess with your passion for automotive excellence, ensuring every interaction leaves our guests eager to visit us in person, and in person visits end in satisfaction.

Role Responsibilities:

Customer Engagement & Lead Management:

• Respond promptly to inbound leads via phone, email, chat, and text with professionalism and enthusiasm.
• Make outbound calls to follow up on leads, service reminders, appointment inquiries, and special promotions.
• Schedule appointments for the service department, ensuring accuracy and efficiency.
• Greet guests arriving into the environment, cash out guests upon departure.
• Build rapport with customers to understand their needs and provide tailored solutions.

Service Department Support:

• Contact customers for service appointment reminders, recalls, and follow-ups to ensure satisfaction.
• Help customers understand the benefits of regular maintenance and schedule and quote appropriate services.
• Collaborating closely with our service teams, setting them up for success with well-prepared, excited guests.
• Assist advisors with SPO parts bookings, administrative tasks such as prior approvals or WEPA submissions.
• Filing of workorders, organizing loaner forms and online documentation of those as required.

CRM & Reporting:

• Accurately input and update customer information in the CRM system.
• Identify opportunities for process improvements and contribute to team success.

Customer Satisfaction:

• Deliver exceptional service that fosters trust and long-term customer relationships.
• Address customer questions and concerns promptly, escalating issues when necessary.
• Continuously learning about our brands, products, services, and promotions to provide accurate, up to date information.

Qualifications:

• High school diploma or equivalent.
• Strong communication skills (written and verbal) with a confident, persuasive demeanor.
• Excellent phone etiquette and the ability to handle high call volumes.
• Proficiency with CRM systems, Microsoft Office Suite, Google Sheets, and other basic computer applications.
• Self-motivated with strong organizational and multitasking abilities.

Preffered:

• Prior experience in a call center, BDC, service department, or automotive sales/service environment.

• Familiar with automotive dealership operations and industry trends.

• Reynolds Ignite CRM experience.

Why Work for Eansor Auto Group:

The Eansor Auto Group is a locally based, family owned and operated company serving the automotive needs of our neighbours in London, St. Thomas, and surrounding areas. With over 29 years of experience selling and servicing both Ford, Lincoln, and a variety of pre-owned vehicles, we have built an amazing team and customer base. Our number 1 priority is customer satisfaction. We value our team members and provide lots of opportunities for expanding your skills and career. We hope you will join our team of dynamic, hard working individuals and grow with us!

Go to our website to see more about our company and the many reasons why you will want to work for us!

We do thank all applicants in advance, but only those selected for an interview will be contacted. Thank you for your interest!