BDC Representative - City of Industry - job 745583

SoCal Penske

Date: 05/04/2021

City: City of Industry, California

Employment type: Full-time

The Business Development Center (BDC) Representative is responsible for receiving, processing, verifying, and distributing information from inbound calls, to include but not limited to inquiries on new and pre-owned vehicles, internet leads, and providing general information. Employee is also responsible for handling inbound service inquiries, setting and confirming appointments, and making outbound calls regarding various customer care protocols including follow up on missed appointments, vehicle service status, service reminders, parts order status, and after-service follow up.

Essential Duties include the following; however, other duties and responsibilities may be assigned.

Answer incoming calls for various service and sales inquiries and/or appointments.

Make outbound calls to existing customers for various purposes including: scheduling and confirming service appointments, providing vehicle status, follow-up service calls, and providing special programs information.

Establish and track all guest data as directed by the guest contacts, and enter into Dealer Socket.

Interact with customers with an emphasis on customer care by maintaining a friendly, courteous, and professional demeanor at all times and providing accurate information.

Schedule service appointments, to include date and time, for guests to meet with an Assistant Service Manager to address any service needs.

Utilize detailed scripts provided by Dealership to ensure customer inquiries and concerns are addressed accurately and consistently and in accordance with Dealership and manufacturer objectives.

Promptly and accurately enter all customer data, including name, date/time of call, nature of communication, and any other relevant information into the CRM.

Complete all (100%) To-Do items, as assigned to the Employee in the CRM, on a daily basis to ensure timely customer care and follow up.

Adhere to Dealership policies regarding the National Do Not Call List and Privacy Acts.

Follow-up in a timely manner on all internet leads as directed by management, policy and/or procedures.

Obtain assistance when the need arises to move outside the call center and to communicate with the dealership management or front-line employees on behalf of the customer.

Perform other duties, as assigned.



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The individual should possess:

High School diploma or equivalent.

Previous customer service experience

Sales experience required.

Requires strong communication skills in order to work most effectively with customers.

Excellent follow through and follow-up skills.

Proficiency in Microsoft Word, Excel, PowerPoint and Outlook.

Able to problem solve and handle a variety of issues.

Must be self-motivated and able to follow direction and able to work independently or as a team.

Ability to multi-task projects, establish priorities, work independently and organize effectively.

Must be detail orientated and be able to work under pressure.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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. Individual will be required to:

Regularly to talk or hear, spending a significant amount of time on the telephone and in front of a computer.

Frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl.

Frequently lift and move up to 10 pounds and occasionally lift and move objects up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.


Location -
Jaguar Land Rover Puente Hills-ZIT, CA

Relocation -

Type -

Travel -


If you have any questions, please contact J. Norsworthy at

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