Job description

The Service BDC Manager oversees and manages a team of Servicer BDC Agents. This individual must have the ability to effectively manage Internet leads and inbound service calls. He/she should continually seek to improve processes in the department in order to achieve the targeted industry benchmarks for appointment setting, appointments shows, and service sales performance.

SERVICE BDC MANAGER RESPONSIBILITIES:

• Contact customers to ensure that their emails gets answers within10 minute or less response time and to maximize service appointments from Internet leads
• Ensure that all inbound phone calls are logged into UCS with full customer contact information (cell phone, email, full name) and to maximize service appointments from inbound calls
• Ensure that all bad/duplicate appointments are reviewed and managed properly throughout the day
• Ensure that all BDC agents achieve a minimal target of 60 outbound telephone calls to prospects each day
• Coach and train BDC agents

• Call each service appointment for the day and the next day to confirm the appointment

• Ensure that all customer inquiries for information are effectively resolved (i.e., service pricing requests)
• Provide reporting to the Service Manager as to the daily performance of the BDC
• Motivate BDC agents to work together and keep a positive atmosphere in the Department
• Listen to outbound phones calls in call tracking tool to identify opportunities for training and improvement in call tracks; coach BDC Agents as opportunities arise

SERVICE BDC MANAGER QUALIFICATIONS:

• Ability to sound professional and patient, and “have a smile in your voice” when on the phone
• Positive attitude and excellent verbal and written communication skills is a must
• Able to manage, mentor and develop a team of individuals; prior supervisory experience required
• Displays superior customer relationship and interpersonal skills and maintains strong focus on customer satisfaction
• Possesses strong problem solving skills
• Meets deadlines, prioritizes assignments, and multi-tasks under pressure
• Demonstrates a solid work ethic and exhibits professional and acceptable behaviors at all times
• Is self motivated, organized, detail oriented and success driven
• Maintains professional appearance and confident, high energy presence
• Is team-oriented with a desire to achieve both individual and collective goals and had a "roll up your sleeves" attitude
• Has a solid degree of proficiency in Microsoft Office (including Word, Excel and Outlook)
• Holds valid driver’s license
• Able to pass background and drug screenings

Job Type: Full-time

Pay: $16.00 - $30.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

offroadmanagementgroup.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, offroadmanagementgroup.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, offroadmanagementgroup.com is the ideal place to find your next job.