BDC / Delivery Specialist

Job title:

BDC / Delivery Specialist

Company

McManes Automotive

Job description

Country Hills Ford is hiring a BDC/Delivery Specialist!Summary of Job:The Client Care Specialist is responsible for answering in-bound leads from customers via email, phone and chat and ensures a high level of service so that every customer drives away with elevated ownership experience. They will initiate calls to schedule and confirm appointments in English. In addition, they will handle the entire delivery process which includes educating customers at time of delivery, so they are well acquainted with all vehicle personalization features. Their duties will include regular communication and follow-up to existing customers, as well as the management of specific communication campaigns. The Client Care Specialist must commit to becoming an expert and gain in-depth knowledge of the vehicle’s accessories and technology.Core Competencies:

• Able to complete tasks in a timely manner
• Strong customer service orientation/Superior telephone manners and strong interpersonal skills.
• Professional, courteous and Outgoing, positive, ‘smile’ on the phone: fully grasp and apply the best practice guidelines for outgoing / incoming calls, emails and campaigning.
• Able to write simple, professional correspondence, including email, chat and SMS, etc.
• Can multi-task and prioritize
• Attention to detail
• Self-motivated and organized
• Positive attitude
• Adapts to challenging and changing situations
• Knowledge of vehicles, equipment, and/or services offered.

Essential functions of the position:1. BDC – Initiate or answer any inbound calls

• Answer emails and telephone calls from customers who have demonstrated an interest in the company’s products.
• Communicate with customers by phone or email to provide information and promote business opportunities and/or to book and confirm appointments.
• Assist customers during their navigation on the website.
• Chat online with customers surfing on the company’s website.
• Provide information on manufacturer monthly promotions.
• Enter the result of each communication into the CRM software and perform necessary follow-ups.
• Ensure a high level of customer satisfaction is always maintained.
• Build trust and maintain a solid business relationship with customers.
• Provide proactive communication with each customer after conclusion of sale.
• Source/find opportunities for renewal and for new business through multiple contacts with the dealers’ customers.

2. Delivery Process

• Fill out Delivery Certificate with information from P.O.
• Prepare manuals, keys, coupons, and give file to Financial Services Manager
• Check vehicle prior to appointment time to ensure vehicle is delivery-ready and that all items from P.O. are present
• Register guest for any vehicle services provided and complete registration with them at time of Delivery
• Offer guest tour of Service Department and explain Service Options
• Perform vehicle feature review to the standard of manufacturer.
• Complete Delivery Certificate and perform through walk around on vehicle
• Ensures pre-delivery has been properly performed and the vehicle is ready for the client.
• Personalizes vehicle delivery to the customer’s needs by demonstrating the features of the vehicle and assists with set-up if necessary.
• Update weekly all inbound vehicle books/manuals to vehicles on order and status.
• Follow up with customers to ensure complete satisfaction.
• Issue purchase orders for various vendors

3. Other Duties

• Complete Post-Delivery process including steps in CRM, adding guest to follow up log and providing a copy of Delivery Certificate to the Financial Services Manager.
• Follow up with guests 24-48 hours after delivery to ensure satisfaction
• Ensure gift bags are made and stocked
• Assist with Mercedes Me questions and concerns before and after delivery
• Facilitate outstanding items from delivery to ensure completion
• Perform Second Deliveries and feature reviews as needed
• Daily maintenance of emails, spreadsheets, calendars etc.
• Determine the time of each delivery and schedule other duties accordingly

4. Other Related ActivityFrom time to time this position will require you to perform other related duties. This will include but not be limited to:

• Dealing with customer issues/complaints
• Handling confidential information according to company policy
• Assist with various forms and paperwork on behalf of customer and dealership
• Refrain from using personal social media during work hours
• Be at work a minimum of 5 minutes before shift begins

Schedule:

• Monday – Thursday 12:00pm – 8:00pm (Subject to change)
• Saturday 9:00am – 6:00pm & Saturday Sales Meeting (Subject to change)
• May be called upon to work various shifts outside of their regular schedule

Company Expectations:These are expectations for a Client Care Specialist:

• Be courteous and professional to staff and customers
• To ensure required tasks are completed as requested in a timely and accurate manner
• Self-motivated and able to complete tasks without constant supervision
• The ability effectively responds to and meet the needs of a diverse client base
• Maintain a valid Alberta Driver’s License with acceptable driving record
• To adhere to and participate fully with all company policy as outlined in the Employee handbook (includes Health & Safety Policy)
• Client Care Specialists are expected to adhere to the companies Clothing Policy
• Always maintain a positive attitude and do individuals part to maintain a healthy team atmosphere
• Perform any other duties as required

Thank you for considering a career at Country Hills Ford!We value your privacy and are committed to maintaining the confidentiality of your application.The McManes Automotive Group is an equal opportunity employer that welcomes all applicants. We thank you for your interest, however, only those applicants selected for an interview will be contacted.Apply with IndeedCountry Hills FordDepartmentSalesEmployment TypeFull TimePay$20 an hourApply with IndeedRefer a CandidateFirst NameLast NameEmailPhone NumberNotification MethodEmailText MessagesBoth

Expected salary

$20 per hour

Location

Calgary, AB

Job date

Sat, 18 Jan 2025 05:50:41 GMT

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