Job Description

The BDC Manager (CCM) is the manager of the Service Client Care Center. The main drivers of this position are the CCM\'s ability to master the telephone scripts and word tracks on how to effectively handle all inbound service calls and conduct outbound marketing and follow up calls. The CCM must also have the ability to teach, coach and train the Service Coordinators (SC) on telephone techniques that will lead to improving CSI and creating additional reservations for the Service Department. The CCM must be able to effectively manage the Automotive Dealerships\' service reservation processes and be able to track department productivity by evaluating reports, creating policy and procedures and ensuring that all daily tasks are being completed by the Service Coordinators. The CCM must possess outstanding communications and interpersonal skills, the ability to master the telephone appointment process including all inbound & outbound scripts and word tracks. The CCM must have strong leadership and organizational expertise, be an effective supervisor and conduct themselves in a professional manner.

Primary Job Responsibilities:

• Taking all overflow inbound service calls to ensure that all calls are answered in a timely manner. This includes handling all calls whenever there are calls in the queue for greater than 30 seconds.

• Taking "turns" from SCs when they are faced with a challenging phone call.

• Conducting daily / weekly training sessions with SCs regarding inbound and outbound calling strategies. This includes listening to recorded calls from CallRater\xe2\x84\xa2 telephone performance and playing those phone calls for the SCs in a positive feedback session.

• Overseeing the tracking of daily and weekly Key Performance Indicators of inbound and outbound calling campaigns & delegating mundane activities to other team members in order to achieve the desirable results.

• Ability to meet or exceed all Key Performance Indicators provided by Management.

• Maintaining current knowledge of all dealership service specials including email marketing campaigns, mailers, newspaper, and any other forms of media advertising. This responsibility also includes training all SCs on the above-mentioned mediums.

• Creating and administering "knowledge tests" on a weekly basis.

• Ensuring that all SCs understand and follow CCC policies and procedures at all times.

• Monitoring the Service CRM software for consistency and accuracy in scheduling.

• Ensuring that the SCs are using the knowledge forms after they have to transfer a phone call to an advisor. Collecting all knowledge forms on a weekly basis and then meeting with the Service Managers to find the answers to those questions. Training the SCs on those new word tracks.

• Producing the weekly/monthly schedule for all SCs.

• Assisting with the recruiting, staffing, and training of Service -Client Care personnel.

• Setting daily work agendas and priorities for CCC personnel and ensuring that those work agendas are followed.

• Working closely with all Client Care Supervisors, Service Managers, and Fixed Ops Director by keeping them informed of all activities, opportunities and challenges.

• Any additional responsibilities requested by dealership management.

Requirements:

• Ability to lead the department by example. This means taking "turns" from SCs on more difficult type of service calls, mastering new calling scripts and being an expert on all word tracks.

• Becoming an expert with the Service CRM software and ensuring that the department maintains an "ACCEPTABLE" or higher telephone evaluation performance score from CallRater\xe2\x84\xa2 telephone evaluation system.

South Trail Hyundai

Department

Service

Employment Type

Full Time

Pay

70K/Year

McManes Automotive