BSC Service Appointment Representative

Join a Vibrant Team at Queenston Auto Group!

Queenston Auto Group is dedicated to creating an energetic and collaborative work environment where teamwork, passion, innovation, and results are not just values we uphold but the driving factors behind our 55 years of success. We believe in empowering our employees and encouraging them to bring their unique skills and perspectives to make a real difference. At Queenston Auto Group, every team member has the opportunity to contribute and make an impact within a supportive and inclusive workplace.

Position Summary:

As a BDC Service Appointment Coordinator reporting directly to the Service and Parts BDC Manager, you'll be responsible for engaging with customers over the phone and through electronic channels to support them before, during, and after their service and parts experiences. This role involves processing and analyzing information to recommend personalized action plans for customers. You'll leverage your exceptional communication, organizational, and administrative skills to independently and collaboratively ensure customer satisfaction within the BDC department.

Skills:

• Interact courteously and efficiently with customers
• Demonstrate knowledge of current telephone techniques
• Familiarity with CDK Drive, DealerMine, Microsoft Office, and manufacturer-specific sites
• Customer-centric approach with the ability to establish rapport and trust, exceeding customer expectations
• Strong organizational skills and the capacity to work independently
• Genuine concern for customer satisfaction, demonstrated through consistent follow-up
• General understanding of automotive systems
• Detail-oriented approach to administrative tasks
• Utilize customer escalation protocol for challenging situations
• High school diploma or equivalent, with automotive knowledge an asset
• At least one year of relevant telephone customer service experience

Responsibilities:

• Follow the DealerMine customer cycle, ensuring correct scripting, customer information verification, and service recommendations
• Generate service reminders via post/email
• Make outgoing service reminder phone calls and after-service CSI calls
• Schedule incoming service appointments
• Contact SOR customers regarding part arrivals and appointments
• Handle recall follow-up calls as necessary
• Ensure accurate parts are ordered for appointments and recalls
• Proactively address customer inquiries and recommend service/maintenance
• Take ownership of customer satisfaction by expediting vehicle repair and service
• Escalate unresolved customer issues to the appropriate manager
• Assist in organizing New Owner Car Clinics
• Respond promptly to service inquiries
• Collaborate with BDC team to ensure all daily tasks are completed

Benefits:

• Competitive hourly rate and performance-based bonus
• Life insurance, short and long-term disability coverage
• Employee assistance program
• Health and dental insurance
• RRSP retirement program with company contribution
• Employee discounts on vehicle purchases and services
• Supportive work environment with opportunities for career advancement

We promote diversity and welcome applicants from all backgrounds, including individuals with disabilities, visible minorities, women, and aboriginals. Accommodation requests under the Ontario Human Rights Code and Accessibility for Ontarians with Disabilities Act will be honored throughout the recruitment process. While we appreciate all applications, only those selected for an interview will be contacted.