Job Description

Department: Service - Customer Care Call Centre Title: Service Receptionist/ Customer Care Associate – Brian Jessel BMW Reports To: Customer Care Centre Supervisor Start Date: September Summary of Position: To provide a solution to our client interactions via phone, email, or face-to-face by consistently and efficiently communicating with clients to the ultimate BMW customer experience and enhance CSI. Accountabilities & Responsibilities:

• Handle client inquiries through multi-channel communication (telephone, email, face-to-face, chat etc.) to ensure the Ultimate Customer Experience
• Communicates in a professional manner treating all with empathy and respect
• Answer incoming calls within 3 rings
• Schedule service appointments correctly and in a timely manner
• Upsell recommended services when appropriate
• Obtain and update customer database
• Screen incoming calls and transfer them to the appropriate person or division
• Complete reminder calls for next day’s service appointments via client’s preference either phone or email
• Service Follow-Ups to be done by phone daily for the previous service appointment date
• Search for new Recalls once a week and contact the client to book an appointment.
• Contact clients with special-ordered parts that have arrived and need to be installed.
• Generate CRS reports daily, review and print the list to call the clients
• Generate a report for Low mileage clients and contact them to see if they qualify for an appointment based on mileage.
• Generate Warranty reports daily, review and print the list to call the customers
• Maintain strong knowledge of BMW products, services, and processes through on-the-job training to answer customer questions effectively and promote the high-quality BMW brand identity.
• Tactfully communicate company policies and procedures in a way that focuses on customer benefit
• Perform administrative functions accurately by the given deadline
• Assists in the preparation of the daily deposit and cashier reports at the end of each processing day
• Work with CCC Supervisors to achieve daily, weekly and monthly departmental goals
• Perform other duties and tasks as directed by management

Personal Work Habits:

• Time Management. Plan in advance each day’s work considering the most important task to do that day and by the deadline
• Maintain a high level of grooming, hygiene and professional appearance
• Be a goodwill ambassador for the company by courteous treatment of all customers on the phone, in person, or outside the dealership
• Maintain consistency with punctuality and attendance. Always call and inform your manager or HR manager if you are unable to come to work
• Keep up to date with company developments and advertising
• Master every technique taught to you by practicing until you are word perfect in phraseology
• Develop your skills in questioning & listening techniques
• Support all your colleagues and managers from all departments
• Exceed your colleagues’ and client s’ expectations

Skills:

• Extraordinary client interaction top of mind
• Excellent organizational skills
• Strong problem-solving skills
• Capable of managing multiple tasks and deadlines simultaneously, with strong attention to detail
• Great verbal and written communication skills, as frequent telephone interaction is integral to this role
• Understanding telephone etiquette
• Superior PC related skills
• Ability to thrive in a fast-paced environment
• Excellent team player and ability to work independently
• Be proactive and willing to take initiatives to create efficiency within your duties

Work Environment: Work Hours may change depending on operational needs.

• 8:00 am to 8:00 pm Monday to Thursday
• 8:00 am to 6:00 pm Friday
• 9:00 am to 6:00 pm Saturday
• 12:00 pm to 5:00 pm Sunday & Statutory Holidays

You can also apply on our website Online: Please visit our career website expressing your area of interest and qualifications. We thank everyone who has taken the time to apply; however, we will only be contacting shortlisted candidates when suitable positions become available in the near future. Application Link: https://www.brianjesselbmw.com/careers/ or https://bjbmw.dphr.app/careers/0b3fa6ec-f3a6-969d-ed74-f82b59aae68e&en Learn more about us: https://www.brianjesselbmw.com/ / https://www.brianjesselbmwpreowned.com/en-CA/home or visit our Youtube channel: https://www.youtube.com/user/BrianJesselBMW