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.