Business Development Center Representative Lead

Location: Cerritos (On-site) | Full-Time | Hourly Rate: $25/hr Norm Reeves Auto Group is a nationally-recognized group of privately-owned retail automotive dealerships located in Southern California, Texas, and Florida including the #1 Honda Retail Dealer in California . With a history dating back to 1963, our group has established a reputation for innovation, integrity, and customer-centric services. We are expanding rapidly and are looking for talented individuals that are eager to grow their careers while the company continues to expand! What You’ll Do Live monitors the call queue and length of inbound and outbound calls with the goal of improving exceptional client experience, improving ring time, guest hold time, and call time Provide coaching and feedback to Service Coordinators Enforce Policies and Procedures and adherence to the job responsibilities of the Service Coordinators. Lead the Service Coordinator team by displaying outstanding telephone & customer service skills Master and follow all training materials, including call guides and operational software to accurately set inbound service appointments. Participates in the interviewing and selection BDC Representative candidates Promptly and professionally answer multiple inbound phone calls. The number one goal is to set scheduled appointments with the service department while creating customer amazement; by leaving the customer feeling very positive about their telephone interaction. Proactively contact customers to remind them of set appointments, reschedule missed appointments, and contact those customers who are overdue for service maintenance. Qualifications High school diploma or equivalent; some college coursework preferred. Supervisor experience in a call center environment preferred Knowledge of automotive services, maintenance, and repair terminology is a plus. Strong communication skills, both written and verbal. Proficiency with computer systems and CRM software. Excellent organizational and time-management skills. Ability to work in a fast-paced environment and handle multiple tasks simultaneously. Customer-focused attitude with a commitment to delivering exceptional service. Flexibility to work evenings, weekends, and holidays as needed. Requirements Reliable transportation. Willingness to undergo training and stay current on automotive service trends. Commitment to maintaining a professional and courteous demeanor when interacting with customers. Ability to handle high call volumes and stressful situations calmly and professionally. Full-time availability. You’ll also need to be at least 18 years old Strong communication skills with both Norm Reeves staff and guests Be able to work comfortably both with guests in-person and via phone calls A professional appearance and work ethic Excellent organizational and follow-up skills Ability to multi-task in a fast-paced environment What We Offer Unlock Your Potential – Free Training & Limitless Advancement Opportunities to Skyrocket Your Career Growth. Invest in Yourself – Tuition Reimbursement Health and Wellness First – Comprehensive Medical, Dental, and Vision Plans to Keep You and Your Family Thriving. Enjoy Complimentary Group Life Insurance for Added Peace of Mind. Your Network, Your Success – Employee Referral Bonus Program - Earn While Building a Stronger Team. Shop and Save with our generous discounts on Sales, Service, and Parts at any Norm Reeves Location. Secure Your Future - Build Wealth with 401k Matching Smart Savings, Smart Choices – Section 125 Cafeteria Plan & Flexible Spending Account - Save on Taxes for Qualified Expenses. #J-18808-Ljbffr The Car Group