Automotive Business Development Center Service Concierge job Glendora, California, with Glendora Chevrolet, Entry Level opening

Glendora Chevrolet
1959 Auto Centre Dr
Glendora, California

Position Description: Service BDC Concierge Level I
The Service BDC Concierge Level I plays a key role in overseeing service department operations to deliver exceptional customer satisfaction. This position is responsible for scheduling service appointments and conducting follow-up communications with customers to ensure a seamless experience. Candidates must maintain a polished, professional appearance and demeanor.

Duties & Responsibilities: 

• Handle incoming service phone calls promptly, directing them to appropriate advisors when needed.
• Coordinate, schedule, and track service department appointments to ensure efficient operations.
• Follow up on missed or delayed service appointments to reschedule promptly.
• Contact previous day’s service customers via phone to confirm satisfaction and address concerns.
• Emphasize the importance of completing Customer Service Index (CSI) surveys during follow-up calls.
• Escalate customer concerns or complaints to the Service BDC Manager, Service Manager, or Parts Manager for resolution.
• Reach out to customers with open recalls to schedule necessary service appointments.
• Conduct follow-up calls to boost service retention rates, supporting dealership goals.
• Respond to all service-related internet leads, scheduling appointments to meet customer needs.
• Adhere to policies and procedures outlined in the Employee Handbook.
• Collaborate regularly with the BDC Director for guidance and updates.
• Stay informed about new products, features, accessories, and processes through ongoing training.
• Attend all scheduled meetings and training sessions to maintain expertise.
• Demonstrate punctuality, follow instructions, work collaboratively, adhere to rules, and accept constructive feedback.
• Utilize company databases and software in line with trained processes and procedures.
• Manage inbound service calls throughout the day, routing them to advisors as necessary.
• Address inbound web lead service requests daily, scheduling appropriate appointments.
• Complete a minimum of 50 daily outbound calls targeting open recalls, special order parts, retention lists, first service, or manifest lists.
• Achieve an average of two confirmed appointments per workday from outbound efforts (e.g., recalls, retention lists).
• Prioritize outbound calls from designated lists during low inbound call periods to maximize productivity.
• Track all outbound calls using the company’s phone portal for accountability.
• Submit daily call lists and confirmed appointments to the BDC Manager for review.
• Perform additional tasks as assigned to support department goals.
• Contact previous day’s confirmed appointments to verify a positive experience, escalating negative feedback via email to the BDC Manager and relevant Service Manager.
• Follow up with previous day’s missed appointments, working to reschedule them efficiently.

Qualifications: 

To excel in this role, candidates must effectively carry out all essential responsibilities. The qualifications outlined below reflect the necessary knowledge, skills, and abilities required for success. Reasonable accommodations will be provided to support individuals with disabilities in fulfilling these core duties.

Education & Experience: 

High school diploma or general education degree (GED); or one to three months’ related experience and/or training; or equivalent combination of education and experience.

Language Skills:

Ability to communicate orally or in written form effectively with co-workers, potential and current clients, Ability to read, analyze and interpret written and verbal instructions. Ability to write routine reports and correspondence, including writing grammatically correct emails and text messages.  Ability to effectively present information and respond to questions from managers, clients, and customers.

Mathematical Skills: 

Ability to calculate figures and amounts such as discounts, interest, and percentages. Mathematical skills will be regularly required 5 days a week, 8 to 10 hours per day.

Reasoning Ability: 

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.  Demonstrate the ability to anticipate and solve practical problems or resolve issues. The above reasoning abilities will be regularly required 5 days a week, 8 to 10 hours per day.

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to work 5 days a week, 8 to 10 hours per day. The employee is regularly required to talk and hear. The employee frequently is required to walk and reach with hands and arms. The employee is frequently required to sit or stand as needed. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday.

The candidate must possess strong keyboarding proficiency. The role requires regularly lifting and/or moving objects up to 10 pounds and occasionally lifting and/or moving items weighing 25-30 pounds. Essential vision capabilities include close and distance vision, color differentiation, peripheral awareness, depth perception, and the ability to adjust focus as needed.

Work Environment: 

The work environment described here reflects the conditions an employee will encounter while performing the essential duties of this role. Reasonable accommodations will be provided to enable individuals with disabilities to fulfill these core responsibilities. The position is primarily based in an office setting with moderate to high noise levels. The environment features standard office conditions, including ambient room temperatures, typical lighting, and conventional office equipment. The role may occasionally require walking on uneven surfaces for short periods throughout the day.

Job Description Scope

This description outlines the general nature and scope of work performed by employees in this position. It is not an exhaustive list of all responsibilities, duties, or skills required for the role. Additionally, this job description does not establish a written or implied employment contract. Martin Automotive Group/Glendora Chevrolet reserves the right to modify or adjust job duties and responsibilities as business needs evolve.

Equal Opportunity Employment

Martin Automotive Group/Glendora Chevrolet is committed to being an Equal Opportunity Employer. We do not discriminate against qualified applicants based on race, color, religion, national origin, sex, age, gender identity, sexual orientation, veteran status, or disability. Our hiring practices are designed to ensure fairness and inclusivity for all candidates.

***YOUR INCOME RANGE MAY VARY BASED ON YOUR EXPERIENCE***

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