McGee Toyota of Epping is seeking an experienced Lead Coordinator to participate in and oversee our new Service BDC department. Those with experience in a Service BDC, especially relevant Toyota experience, are encouraged to apply. Come join our growing team with great leadership, great culture and a great brand!

Position Summary

The role of the Lead Coordinator includes participating in the daily duties within the department, but also assisting other agents with answering questions or locating correct information to assist customers. This person would also assist the Service manager with creating BDC team schedules, delegating tasks between agents, and coordinating with Parts, Service & Sales as needed to provide the best experience for our customers.

Primary Responsibilities

• Answer all incoming calls (entire BDC Team)
• Transfer calls to individuals, parts, service, or sales as needed
• Provide each customer with the best service possible
• Schedule all service and rental appointments, with details
• Review vehicle’s service history and recalls; advise customer and schedule accordingly
• Review, Distribute and Follow-up on all Service Connect alerts.
• Pre-order parts for customers as needed for scheduled appointments and facilitate pay-ahead orders when required
• Keep up to date with all Toyota e-module/service training and Toyota campaign information/resources
• Track and schedule recall campaigns as parts become available
• Monitor all appointments made online, adjusting as needed
• Effectively use all computer systems and programs
• Coordinate with the parts department to set appointments for SOPs and review next day appointments to ensure all required parts will be available.
• Create/Maintain Team Schedules

Supervision Received

Direct supervision is received from the Service Manager and General Manager

Qualifications

• High school diploma or equivalent
• Outstanding telephone skills
• Firm knowledge of customer service functions
• Strong typing, filing and other basic office skills
• Ability to multitask
• Ability to work cooperatively with other company staff, and handle customers in a courteous and efficient manner, regardless of customer temperament
• Previous automotive experience and/or Dealer BDC experience a plus!

Physical Environment

This individual will be spending long hours sitting, using computers, and various office equipment. The call center rep will also have to do some light lifting of supplies and materials from time to time.

Dress Code/Uniforms

Business casual attire is required. Jeans are not allowed. Toyota apparel may be worn if desired.

Job Type: Full-time

Pay: From $52,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Work Location: One location