Service And Parts Call Center Representative Bilingual Spanish And Englishh

Honda of North Hollywood is under new ownership and expanding! We are looking for qualified, motivated and exceptional individuals to become part of our team.

At Honda of North Hollywood we are looking for a driven, diligent, thorough and experienced Service BDC Representative to join our team.

What Will I Be Doing?

The Service BDC Representative is responsible for answering inbound phone calls in a timely manner while working to complete assigned customer service related outbound calls. Duties will include, but are not limited to:

• Maintaining a prospect development system
• Handling all incoming calls to the Service and Parts department
• Maintains a general understanding of the repair process and explains the process to our customers
• Addresses customer concerns and issues or escalates them as needed
• Coordinates questions and issues with the appropriate department personnel
• Directs customers to the appropriate department or point-of-contact
• Ensures all service targets are met or exceeded
• Provides timely and accurate reports on service activities as needed
• Approaches, greets, and offers assistance or direction to any customer
• Provides electronic and phone customer service assistance
• Partners with service advisors to schedule appointments per procedures
• Follows up after customer service visit to ensure customer satisfaction
• Maintains customer information into the designated software system
• Communicate effectively with Service and Parts guests according to their preferred method of communication be it phone, text,chat or email.
• Respond to guest and team inquiries in a timely fashion
• Make outbound follow up calls to improve Customer Satisfaction Index (CSI)
• Contact all ‘no-shows’ to reschedule any missed appointments
• Provide order status updates, appointment reminders and handle recall campaigns
• Drive yourself and the team to maintain a super work environment and get better every day

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Individual should possess:

• Prior experience as a Service BDC Representative, Call Center Representative, or similar position.
• Bi-Lingual (English / Spanish) is preferred.
• Self-motivated, goal oriented, and ability to work within a fast paced environment
• Excellent communication, customer Service and organizational skills
• Communicate effectively with Service guests according to their preferred method of communication
• Respond to guest and team inquiries in a timely fashion
• Make outbound follow up calls to improve Customer Satisfaction Index (CSI)
• Contact all ‘no-shows’ to reschedule any missed appointments
• Provide order status updates, appointment reminders and handle recall campaigns
• Drive yourself and the team to maintain a super work environment and get better every day
• Ability to apply a common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Professional appearance and a strong work ethic.
• Have and maintain an excellent driving record.
• Current, valid driver’s license and satisfactory Motor Vehicle Report (MVR)
• All potential employees must pass a pre-employment background check and drug screen.

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. Individual will be required to:

• Sit and/or stand interchangeably throughout the day.
• Sit and/or stand for long periods at a time.
• Use hands, fingers and arms continually, frequently and throughout the day.
• Bend, crouch, crawl, stoop and kneel continually, frequently and throughout the day.
• Pick-up, lift and carry items that may exceed 50 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What we offer:

• Guaranteed hourly wage $18
• Fast paced work environment
• Paid training and development
• Career growth opportunities
• Medical, dental, vision and other benefits for you and your qualified family members
• Paid time off and holidays
• 401(k) retirement program with Company Match