BDC Service Representative

Department: BDC Operations

Reports To: Team Manager

Location: Alabang (On-site), Muntinlupa City, Metro Manila, Philippines

About Pinnacle Intelligence:
Pinnacle Intelligence is at the forefront of transforming the automotive retail industry. We provide AI-powered, sustainable, and scalable digital solutions that engage customers, accelerate sales growth, and elevate the auto retail value chain. Our mission is to revolutionize the automotive retail industry through intelligent technology, unlocking dealerships' full potential and setting new standards of efficiency, profitability, and market leadership. We are dedicated to powering the future of auto retail with AI, Data, and Automation, driven by intelligence at every turn.

Position Summary:
The
BDC Service Representative (Spanish Bilingual)
at Pinnacle Intelligence is a crucial customer-facing role dedicated to supporting the service departments of our automotive dealership clients. This individual is responsible for managing inbound and outbound communications primarily via phone, email, and online chat to schedule service appointments, address customer service inquiries, conduct follow-ups, and ultimately drive customer retention. The BDC Service Representative ensures a proactive, efficient, and positive service experience for dealership customers, directly contributing to client service revenue and overall customer satisfaction.

Key Responsibilities:
1. Service Appointment Setting:

• Handle a high volume of inbound inquiries (phone calls, emails, web leads, chat messages) from existing and potential service customers.
• Initiate proactive outbound calls and communications for service reminders, recall campaigns, missed appointment follow-ups, and customer retention programs.
• Skillfully schedule and confirm service appointments for dealership service centers, ensuring accuracy in scheduling and customer details.

2. Customer Service & Support:

• Provide comprehensive information to customers regarding vehicle maintenance needs, available services, pricing estimates, warranty coverage, and recall information.
• Address customer inquiries and concerns related to their vehicle service history, upcoming maintenance, or general automotive questions.
• Ensure all customer interactions reflect the dealership's and Pinnacle Intelligence's commitment to exceptional service.

3. Customer Retention & Follow-up:

• Conduct post-service follow-up calls to ensure customer satisfaction and address any lingering issues.
• Nurture customer relationships to encourage repeat service visits and build long-term loyalty.
• Proactively reach out to customers due for routine maintenance or specific campaigns.

4. CRM & Scheduling System Management:

• Accurately document all customer interactions, service appointment details, and communications within the dealership's CRM system and service scheduling software.
• Update customer information and service statuses meticulously to maintain data integrity.

5. Service Knowledge & Collaboration:

• Maintain up-to-date knowledge of dealership service offerings, common vehicle maintenance schedules, and basic automotive terminology.
• Collaborate effectively with dealership service advisors, parts departments, and internal BDC teams to ensure seamless customer experience and efficient service flow.

6. Performance & Reporting:

• Meet and exceed daily, weekly, and monthly targets for call volume, contact rates, service appointment setting, and customer satisfaction.
• Utilize CRM and other internal systems to track individual performance and contribute to team reporting.

Skills & Qualifications:
Required:

• Experience: Minimum of 1-2 years of proven experience in a Business Development Center (BDC), call center customer service, or automotive service advising role, preferably in a high-volume environment.
• Exceptional Communication: Outstanding verbal and written communication skills with a clear, empathetic, and persuasive phone presence. Must be fluent both in English and Spanish.
• Customer Service Orientation: Strong commitment to delivering excellent customer service, resolving issues, and building customer loyalty.
• Problem-Solving: Ability to quickly assess customer needs and concerns, providing effective solutions or escalating appropriately.
• Technical Proficiency: Proficient in using CRM systems, service scheduling software, phone systems, and internet-based communication tools.
• Organizational Skills: Strong ability to manage multiple customer interactions, prioritize follow-ups, and maintain accurate records.
• Results-Oriented: A driven individual with a proven ability to meet and exceed targets.

Preferred:

• Experience in the automotive service industry (dealership service, auto parts, or mechanic shop).
• Basic knowledge of vehicle components, common maintenance tasks, and automotive terminology.
• Bachelor's degree in a related field.