Service BDC Agent

We are looking for a friendly and enthusiastic person to join our Capistrano VW Mazda team. This person will be the first point of contact for our guests over the phone and will need to be professional and personable while embodying the store’s Smileage Guaranteed!® philosophy of doing business.

This person will be responsible for receiving and facilitating inbound and outbound calls for Capistrano Mazda and Capistrano VW for all departments (sales, service, and parts) while also scheduling all Service appointments for both stores. We are looking for strong, self-motivated candidates eager to build lasting relationships with our guests, not just handle one-time transactions.

Benefits:

• Potential to influence earnings based on monthly performance bonuses.
• Eligibility for medical, dental and vision insurance
• 401(k)
• Paid time off
• Sick Leave benefits
• Paid training
• Growth opportunities
• Employee purchase discounts
• Long-term job security
• Fun, inviting work environment (with Purple Wednesdays!)

Pay Scale: The Service BDC Agent Position has a Pay Scale consisting of the following elements and ranges. Wages include Base Hourly Compensation of $20.00 + monthly performance bonus.

Responsibilities:

• Answer all incoming phone calls to both Capistrano VW and Mazda.
• Log customer details and comments in our system.
• Schedule appointments for all service inquiries received via chat, email, phone, etc., and reserve loaner cars as needed.
• Proactively reach out to customers to schedule service appointments (both first service visit and routine maintenance), handle recalls, follow up on declined services, and past due service customers.
• Confirm all scheduled appointments.
• Be familiar with the guest and their vehicle to create a custom dialogue tailored to their needs (i.e. what service they may be due for, do they have pre-paid maintenance, did they decline any services last visit, etc.)
• Facilitate any necessary contact with guests following service.
• Reach out to guests when special ordered parts are in for pick up.
• Maintain thorough, up-to-date knowledge of our products and services for both VW and Mazda, including maintenance menus, pricing, etc.
• Ensure guests are aware of promotions/stay informed of all current marketing efforts they may have seen.
• Adhere to all company policies and procedures.
• Assist with various other tasks at the dealerships as needed.

Requirements:

• Good written and verbal communication skills.
• Excellent typing and computer skills.
• Professional and welcoming demeanor on the phone.
• Organized and able to multi-task.
• Detail-oriented, especially when it comes to handling guest information.
• Ability to learn quickly and adapt during high-volume call intervals.
• Self-motivated and enjoys working independently, but also a team player.
• Available to work 1-2 weekends per month.
• Proficient in Microsoft Office.
• Previous customer service or call center experience is a plus.
• Previous automotive experience is a plus.
• Previous experience with Xtime and CDK a plus.
• Must be willing to submit to a pre-employment drug screen.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.