Call Center Representative

Penske Automotive Group is looking for motivated individuals to join our Service Business Development Center and help deliver extraordinary customer experiences.

The Service BDC Representative is responsible for making inbound and outbound calls and communicating with prospects and customers via text, email, phone, or social media as assigned. You will also be responsible for coordinating service appointments/reservations for the dealership and following up with customers. Bilingual/Multilingual (Spanish speaking) is ideally best.

Essential Functions

• Regularly completes a high volume of outbound calls with the goal of scheduling service appointments.
• Schedules incoming service appointments
• Books service appointments based on maintenance schedule per brand and in accordance with company policies and manufacturers specifications
• Assists with answering customer inquiries and problems by routing customer to the correct contact and/or department
• Follows all attendance and punctuality standards and adheres to timekeeping standards
• Follows the Company Code of Business Ethics and Conduct
• Understands and follows all work rules and procedures and follows lawful directions from Supervisors
• Upholds the company's non-disclosure and confidentiality policies and agreements
• Maintains a professional appearance in accordance with company policy
• Attends pertinent training and stays current with service department concerns and techniques
• Attends company meetings as required
• Other duties as assigned

JOIN OUR TEAM
At Penske Automotive Group (PAG), we strive to create a positive and challenging workplace that promotes excellence and achievement, and we aim to deliver the very best experience possible to our customers. We are looking for dedicated and motivated professionals who share that same passion to join our team.

WHAT WE HAVE TO OFFER

• Fortune 500 company, ranked among the "World's Most Admired Companies" by Fortune Magazine
• Consistently recognized by Automotive News as among the "Best Dealerships to Work For."
• Comprehensive benefits program, including health care options (medical, dental and vision) and 401k savings and retirement plan with company match.
• 25% Hybrid Remote schedule
• Training, resources and opportunities for career growth and advancement, tailored to individual performance, experience and interests.
• Values-driven culture built on integrity, professionalism, excellence, and teamwork.

WHAT WE ARE LOOKING FOR

• Genuine interest in providing an exceptional customer experience.
• Friendliness, enthusiasm, reliability, with a positive "team-player" attitude.
• Excellent communication, interpersonal and organizational skills.
• Strong work-ethic with the ability to work in a fast-paced, results-driven environment.
• Prompt responses to customer and appointment related inquiries with courtesy, accuracy, and professionalism.
• Bilingual/Multilingual is ideal

Competencies

• Excellent communication skills both oral and written with the ability to effectively communicate with customers via phone/ email/ text.
• Ability to be able to stay motivated and productive in a fast paced, high-volume environment.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to adapt quickly to changes regarding goals, tasks and dealership scheduling policies
• Ability to understand and follow work rules and procedures
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions
• Ability to interact well with others and be a positive influence on employee morale throughout the organization

Work Environment/Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
This position may involve long periods of sitting
This position involves repetitive motion.
This position requires the ability to hear and talk
This position is primarily located in an office environment, with heating and air conditioning

Position Type/Expected Hours of Work
Home/Office Hybrid schedule, occasional Saturday and holiday work hours as required.

Required Education and Experience
High school diploma or the equivalent.

Experience not required, willing to train.