Job Description

Job Description

Job Description

Honda of North Hollywood is under new ownership and expanding! We are looking for qualified, motivated and exceptional individulas to become part of our team.

At Honda of North Hollywood we are looking for a driven, diligent, thorough and experienced Service BDC Representative to join our team.

What Will I Be Doing?

The Service BDC Representative is responsible for answering inbound phone calls in a timely manner while working to complete assigned customer service related outbound calls. Duties will include, but are not limited to:

• Maintaining a prospect development system
• Handling all incoming calls to the Service and Parts department
• Maintains a general understanding of the repair process and explains the process to our customers
• Addresses customer concerns and issues or escalates them as needed
• Coordinates questions and issues with the appropriate department personnel
• Directs customers to the appropriate department or point-of-contact
• Ensures all service targets are met or exceeded
• Provides timely and accurate reports on service activities as needed
• Approaches, greets, and offers assistance or direction to any customer
• Provides electronic and phone customer service assistance
• Partners with service advisors to schedule appointments per procedures
• Follows up after customer service visit to ensure customer satisfaction
• Maintains customer information into the designated software system
• Communicate effectively with Service and Parts guests according to their preferred method of communication be it phone, text,chat or email.
• Respond to guest and team inquiries in a timely fashion
• Make outbound follow up calls to improve Customer Satisfaction Index (CSI)
• Contact all ?no-shows? to reschedule any missed appointments
• Provide order status updates, appointment reminders and handle recall campaigns
• Drive yourself and the team to maintain a super work environment and get better every day

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