WHO ARE WE?

For more than four decades Rafih Auto Group has been a leading automotive group in both Canada and the USA. Representing 23 brands throughout 19 locations, our number one priority is to provide our valued customers with industry-leading services and world-class experiences.

WHAT ARE WE LOOKING FOR?

At Rafih Auto Group we believe that our people are our biggest asset and our greatest strength. We understand the industry and the world is changing every day, and that is why we are always proactive and prepared to meet challenges with determination, collaboration, innovation, and enthusiasm. We are seeking passionate, dynamic, and driven individuals who share in our strong commitment to excellence and success to join our incredible and industry leading Canadian team.
Rafih Auto Group is seeking individuals interested in the role of Service BDC Representative. The Service BDC Representative is, under the direction of the Business Development Manager, will primarily be responsible to schedule client service appointments, respond to customer inquiries, and educate clients regarding vehicle maintenance, and sets a proper expectation of what to expect from an incredible service visit to our dealerships, while maintaining all database and customer information. This position will ultimately be responsible for contributing to increased business in our service departments, strategically targeted to meet and exceed departmental kpi’s and budgets as set out by the organization as well the respective brand OEM’s. This role is also detail and process oriented, as well as ever-changing to meet the requirements of our client base and organizational expectations.
Experience is not necessary. Training would be provided as we would love to invest in the right candidate.

JOB REQUIREMENTS:

• To develop and complete daily, monthly quarterly KPI’s specifically regarding call volume, contacted customers and booked appointments.
• Stay up to date with daily emails regarding all dealership service department requirements/booking parameters.
• Utilize proper scripting and verbiage outlined by the BDC Manager at all times when on the phone with customers.
• To follow and implement all booking procedures when booking a customer service appointment.
• Commitment to outbound calling
• Engage customers with outbound phone calls, email chats and text communications.
• Oustanding verbal and written communications
• Consultants work in a TEAM culture, interacting with dealerships service departments to ensure customer needs are met quickly.
• Be outgoing, persuasive and results driven in all customer communication.
• Consultants will constantly interact with various software programs correctly to complete daily calling and booking activities.
• Should be technically inclined in the areas of Microsoft office and excel.
• Speed, accuracy, and attention to detail are required skill.
• Excellent time management skill and the ability to prioritize creates the most success in the position.
• Being able to adapt to changing information and dealership parameters and daily calling workloads easily.
• Tracking daily calls, contacts and appointments for departmental Manager to easily see product and efficiency and level of contribution the service departments KPI’s.
• Scheduling is the primary responsibility. A properly scheduled service department will make a significant impact on advisors, technicians and produce happy repeat customers. This will allow the dealerships to meet, or exceed customer’s expectations and operate at a high efficiency level.
• Managing customer expectations. It is the responsibility of the service booker to ensure the customer is well-informed and knows exactly what to expect both in what their vehicle is scheduled in for and a general estimate of time.
• Maintenance Education is also the responsibility of the booking agent and all communication is one of the key performance measures. You are accountable for learning why each preventative maintenance is important to the life span of our customers’ vehicles and educating the customer correctly.
• Database Management. This is important to ensure the accuracy of the customer’s personal and vehicle information. It is critical to have accurate customer contact information both for you to do your job and to be able to reach out to market to the customer. Detailed personal notes are important when you and your fellow colleagues when you are in future contact with the customer. By entering notes about customer’s vacations, children, other personal info they disclose to you, provides a warm place to open a future conversation when contacting the customer. Customers will be amazed at your ability to remember the details, making them receptive to receiving your calls.
• Other duties as assigned

• Adhere to all company policies and procedures