Customer Care Associate – Brian Jessel BMW

Summary of Position :

To provide a solution to our client interactions via phone, email, or face-to-face by consistently and efficiently communicating with clients to the ultimate BMW customer experience and enhance CSI.

Accountabilities & Responsibilities :

Answering inbound calls within 3 rings

Making outbound calls (service related)

Maintain and Update Tool Catalog

Schedule service appointments accordingly and in a timely manner

Asking correct questions when booking service appointments

Communicating with other departments

Create and update Customer files as needed

Assist and direct customers as needed

Assist advisors with Clients payments / paperwork, collecting signatures when needed

Handle client inquiries through multi-channel communication (telephone, email, face-to-face, chat etc.) to ensure the Ultimate Customer Experience

Communicates in a professional manner treating all with empathy and respect

Upsell recommended services when appropriate

Obtain and update customer database

Screen incoming calls and transfer them to the appropriate person or division when needed

Complete reminder calls for the next day’s service appointments via the client’s preference either by phone or email

Search for new Recalls once a week and contact the client to book an appointment.

Contact clients with special-ordered parts that have arrived and need to be installed.

Generate a report for Low mileage clients and contact them to see if they qualify for an appointment based on mileage.

Generate Warranty reports daily, review and print the list to call the customers

Maintain strong knowledge of BMW products, services, and processes through on-the-job training to answer customer questions effectively and promote a high-quality BMW brand identity.

Tactfully communicate company policies and procedures in a way that focuses on customer benefit

Perform administrative functions accurately by the given deadline

Work with CCC Supervisors to achieve daily, weekly and monthly departmental goals

Perform other duties and tasks as directed by management

Personal Work Habits :

Time Management. Plan in advance each day’s work considering the most important task to do that day and by the deadline

Maintain a high level of grooming, hygiene and professional appearance

Be a goodwill ambassador for the company by courteous treatment of all customers on the phone, in person, or outside the dealership

Maintain consistency with punctuality and attendance. Always call and inform your manager or HR manager if you are unable to come to work

Keep up to date with company developments and advertising

Master every technique taught to you by practicing until you are word perfect in phraseology

Develop your skills in questioning & listening techniques

Support all your colleagues and managers from all departments

Exceed your colleague's and client's expectations

Skills :

Extraordinary client interaction is top of mind

Excellent organizational skills

Strong problem-solving skills

Capable of managing multiple tasks and deadlines simultaneously, with strong attention to detail

Great verbal and written communication skills, as frequent telephone interaction is integral to this role

Understanding telephone and email etiquette

Superior PC-related skills

Ability to thrive in a fast-paced environment

Excellent team player and ability to work independently

Be proactive and willing to take initiatives to create efficiency within your duties

Can easily adapt to change and when given new tasks

Compensation : $36,920 to $39,000 per year + bonus plan

Work Environment :

The hours of operation for this position are detailed below :

8 : 30 am to 5 : 00 pm Tuesday to Saturday