BDC Service Coordinator

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What’s Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around.

The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.

We are seeking a customer-focused individual to join our team as a BDC Service Coordinator. In this role, you will be the first point of contact for customers seeking service appointments at our automotive dealerships, ensuring a seamless and positive experience from start to finish. The BDC Service Coordinator's performance will be assessed based on established metrics that evaluate the efficiency and effectiveness of service appointment scheduling. The BDC Service Coordinator is expected to adhere to the established work schedule, ensuring punctuality and consistent attendance.

This is a remote position, however, candidates must reside in Portland, OR, Fort Washington, PA or Maple Shade, NJ, or within approximately one hour of these areas.

Compensation: $18.50 per hour (extra $1 per hour for Spanish speaking).

Schedule:

Initial Training Period: 90-day training period with a set schedule.

Post-Training Scheduling: Following the initial training, your schedule will be determined based on operational needs, which may include working every 4th Saturday, with a flexible day off during the week.

Biannual Shift Bidding: Participating in a shift bidding process every six months, allowing you to select preferred shifts within our coverage hours.

Coverage Hours: Our operational hours span from 7:00 AM to 9:00 PM EST.

Primary Responsibilities:

• Manage inbound and outbound communications with customers to schedule service appointments, providing exceptional service at every interaction.
• Listen attentively to customer inquiries to accurately determine their service needs and schedule appointments accordingly.
• Utilize the myKaarma scheduling system to book service appointments.
• Place reminder calls to customers about upcoming appointments and follow up post-service to gather feedback and ensure satisfaction.
• Develop and maintain strong relationships with customers and dealership staff.
• Consistently deliver premium-brand customer service, aiming to exceed customer expectations and enhance their experience.

Qualifications:

• Must have private dedicated office space that is in direct proximity of router to hard wire into.
• High School Diploma or equivalent; a combination of education and customer service experience is a plus.
• Exceptional phone etiquette with a pleasant and engaging demeanor.
• Demonstrated excellence in customer service and communication skills.
• Strong listening skills with the ability to accurately record and address customer needs.
• Proficiency in computer systems and the ability to quickly learn new software applications.
• Previous experience in a call center environment is preferred.

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At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That’s why we are listening, open to learning new things – about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It’s The Holman Way.

At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of the programs available to full-time employees (programs may vary by country or worker type):