SERVICE BUSINESS DEVP CENTER REPRESENTATIVE

Job Title: Service Business Devp Center Representative

Company: CountrySide Automotive

• Direct Link to Apply: jonespetroleum.com/careers
• Pay: Based on experience
• Most rewarding 401(k) retirement plan in the Industry!

Medical / Dental / Supplemental Insurance

Paid Time Off

• Paid weekly
• We are a privately owned COMMUNITY ORIENTED company.
• Our Team Members put CUSTOMER SERVICE as their 1st PRIORITY!
• Our Team Members are team players and work well with their team including being engaged and displaying pleasant and enthusiastic attitude.
• All Team Members are treated fairly with dignity and respect.

Essential Duties and Responsibilities

Customer Contact & Appointment Scheduling

• Make outbound calls to customers for recommended and scheduled maintenance, declined services, recalls, campaigns, and other service opportunities.
• Respond promptly to inbound customer calls, texts, emails, and internet inquiries.
• Schedule service appointments accurately according to dealership procedures and available service capacity.
• Confirm upcoming appointments and reduce no-shows through timely customer reminders.
• Reschedule canceled or missed appointments and maintain consistent follow-up.
• Provide customers with basic information regarding dealership service offerings, hours, location, appointment availability, and transportation options.
• Clearly communicate appointment expectations, including drop-off procedures and estimated time requirements when provided by the Service Department.

Customer Retention & Follow-Up

• Contact customers whose vehicles are due or overdue for recommended maintenance.
• Follow up with customers who declined recommended repairs or services.
• Follow up with customers after their service visit to encourage future service retention and customer satisfaction.
• Assist with customer retention campaigns and manufacturer/dealership service marketing campaigns.
• Maintain appropriate follow-up schedules and document all customer contacts.

CRM & Recordkeeping

• Accurately document all customer contacts, appointments, concerns, and follow-up activities in the dealership's CRM and/or approved systems.
• Maintain accurate customer contact information.
• Review customer history and available vehicle information before contacting customers.
• Ensure appointments are properly entered into the dealership's scheduling system.
• Follow dealership procedures for appointment coding, source tracking, and customer communications.

Coordination With Service Department

• Work closely with Service Advisors, Service Managers, technicians, and other dealership personnel to ensure appointments are properly scheduled.
• Communicate customer concerns and special requests to the appropriate Service Advisor.
• Monitor appointment schedules and help identify opportunities to fill open service capacity.
• Notify appropriate personnel of changes, cancellations, special customer needs, or other appointment-related issues.
• Follow dealership procedures regarding loaner vehicles, shuttle transportation, waiting appointments, and other customer accommodations.

Customer Service

• Provide a professional and positive customer experience during every interaction.
• Handle customer questions and concerns courteously and efficiently.
• Recognize when a customer concern requires escalation to a Service Advisor, Service Manager, or other appropriate dealership representative.
• Maintain professionalism when dealing with upset or dissatisfied customers.
• Protect customer privacy and follow dealership policies regarding customer information.

Requirements

Required

• High school diploma or equivalent.
• Excellent verbal and written communication skills.
• Professional telephone manner.
• Strong organizational and time-management skills.
• Ability to work independently and as part of a team.
• Ability to manage multiple customer interactions and follow-up tasks.
• Basic computer skills and ability to learn dealership software and CRM systems.
• Reliable attendance and punctuality.

Preferred

• Previous automotive dealership experience.
• Previous BDC, call center, customer service, or appointment-setting experience.
• Experience with a dealership CRM and/or service scheduling software.
• Knowledge of basic automotive maintenance and service terminology.
• Experience working in a high-volume customer service environment.

Physical Requirements

• Ability to sit and work at a computer for extended periods.
• Ability to operate a telephone and computer system.
• Ability to communicate effectively with customers and dealership personnel.