Business Development Center Agent Ii

Job Title:

Business Development Center Agent II

ADP Job Code:

BDCAGTII

Department:

Motiiv

Reports to:

BDC Manager

FLSA Status:

Non-Exempt (Hourly)

Grade:

Choose an item.

Salary Band:

Admin/Operations

Updated:

September 2023

Summary

APCO's MOTiiV division, is looking for a passionate and highly motivated Contact Center Operations Representative! MOTiiV's Business Development Center (a division of National Auto Care / APCO Holdings) provides turn-key solutions to drive traffic to our automotive dealership partners sales and service departments.The BDC Agent II is responsible for supporting client inbound and/or outbound call campaigns and meeting and exceeding operations, sales, service, quality, and customer satisfaction performance metrics to help our clients deliver exceptional client/customer experiences.

• Ensure a great experience when responding to and resolving inbound contact requests and inquiries and service issues.
• Build loyalty when responding to Incoming customer contacts.
• Actively Listen to and maintain customer engagement while accurately capturing and documenting interactions during phone calls.
• Maintain a high level of patience and professionalism with customers.
• Ability to meet stringent quality assessment standards and call monitoring requirements.
• Achieve and exceed performance and productivity standards.
• Responsible for encouraging and fostering CSR teamwork across all tiers and work groups.
• Responsible for encouraging and fostering CSR teamwork across all tiers and work groups.
• Fosters team building.
• Other duties as assigned.

Education and Experience

• High School Diploma or GED
• Computer and typing skills (data entry).
• High Attention to Detail & Follow Through.
• Effective Communication Skills in Written and Verbal Form.
• 1+ years of call center inbound and/or outbound, customer service and/or sales experience.

Skills

• 6+ months of call center inbound and/or outbound, customer service and/or sales experience
• Bilingual - must be able to read, write and communicate effectively in both English and Spanish
• In depth knowledge of consumer auto dealerships and or contact center operations knowledge preferred

Physical Demands
While performing the duties of this job, the employee is regularly required to type and look at a computer screen for long periods of the day. The employee must be able to sit for long periods of time.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Note

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Employee signature below constitutes employee's understanding of the responsibilities and the job qualifications of the position.

Employee__________________________________ Date_____________

Automobile Protection Corporation (APCO) is a Drug Free Workplace as well as an Equal Opportunity Employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state or local law.