Purpose of the function

In the After Sales department, the BDC Agent is responsible for ensuring that a reliable, premium, and comprehensive Service experience is offered to all clients.

Job Responsibilities:

Communicate effectively by telephone, text and email with customers (both inbound and outbound communication).
Guaranteeing excellent, high-quality communication for all PCNT customers
Schedule service and maintenance retention appointments.
Answer inbound calls and respond to all customer inquiries and all web leads promptly and effectively to Porsche standards.
Coordinate internal work, liaison with Service, Parts, and Sales Department staff.
Correspond with clients and prospective clients by utilizing established dealership templates to communicate with customers by email and telephone.
Utilize dealership call scripts for all inbound and outbound service calls.
Update information regarding all scheduled and confirmed appointments with the customers.
Accomplish all daily, weekly, and monthly goals as established by the Business Development Center Manager (BDCM).
Streamline the Business Development Center Manager with information regarding all verbal communication with customers.
Document information in the Appointment Log when an appointment is scheduled.
Study products and services to continually enhance ability to assist customers.
Communicate with the Business Development Center Manager about any potential customers issues or problems.
Perform all outbound campaigns as periodically assigned by the Business Development Center Manager.
Perform service administrative duties as requested by the Business Development Center Manager.
Other duties as required by management.

Basic qualifications and skills

A High School Diploma or bachelor’s degree is required.
1-2 years of dealership experience is an asset.
Excellent customer service skills with enthusiastic and friendly demeanor.
Able to work well under pressure.
Strong attention to detail will be required.
Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required.
Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
Able to effectively communicate both verbally and in writing.
Ability to perform multiple duties in a high-energy, fast-paced environment.
Must have a results-oriented mindset to succeed.
Willing to work as a member of a team and interact with others in a professional and courteous manner.
The above list of Core Accountabilities and Responsibilities is not exhaustive. The job holder is expected to carry out other duties as reasonably assigned from time to time, in line with their ability. The Company reserves the right to vary the role content, within reason, with consultation and agreement, in accordance with business requirements.

Porsche Centre North Toronto is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontario’s with Disabilities Act (AODA). If you require an accommodation please advise us in advance of attending the interview.

Job Type: Full-time

Work Location: In person

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Service Appointment Coordinator