Cowell Motors is taking customer experience to a new level and we need your help!
_Jaguar Land Rover of Richmond _has immediate openings for talented & motivated individuals who bring exceptional independent and team working habits along with an overwhelming desire to create exceptional customer experiences.
Consistently named as one of Canada’s Top Small & Medium Employers, the Cowell Auto Group believes in creating a meaningful difference for our Customers, Team members, Community and Industry, every day, with everyone, one person at a time.
Because of this commitment, Cowell Auto Group BDC Representatives must be passionate about delighting our customers by making every interaction an exceptional experience.
PLEASE NOTE: The position offered is **Full Time **on an AM/PM schedule including some weekends.*
Why Work Here: *
Employees are entitled to some or all of the following:
We provide extensive training
Tuition assistance
In-house training programs
Subsidized or free parking, sheltered bicycle parking, nearby public transit, nearby highway access
Summer BBQ’s
Parts and service discounts
Employee referral bonuses
Quiet lounges
On-site beverages, espresso, lattes, cocoa and more
Annual recognition gala
Annual kids Christmas party
Team building events (Vancouver Sun Run, Tough Mudder)
Community Connections Program (company pays for you to volunteer!!!)
Along with a strong staff focus, we encourage participation/critical thinking in problem solving, thinking outside the box, creating new ideas etc., to create a healthy and productive work environment.
Full-time employees are entitled to coverage under our Group Benefits plan and participation in our RRSP matching program.
\** Starting from: $40,000 per year (Experience & Performance based)
QUALIFICATIONS & REQUIREMENTS: *
This position requires the following:
Energetic individuals with an overwhelming desire and proven ability to create exceptional customer experiences on par with luxury clientele expectations
Strong work ethic, attention to detail, exceptional independent and team working habits
Quick committed learner able to evolve & progress in challenging situations
Detail oriented with strong organizational and time management skills
Manage a high volume of inbound & outbound phone calls, email and live chat in a timely & concise manner (approximately 80 – 100 customer connections per day)
Good command of the English language (verbal and written)
Mandarin or Cantonese an asset
Pleasant, professional & purposeful telephone manner
Attention to detail
Natural ability to engage and build rapport with customers & team members
Proven proficiency using multiple software applications such as MS Excel, Word and Outlook, Gmail and CRM systems – One-Eighty preferably
Essential Duties & Responsibilities: *
The Business Development Center is our primary point of contact with customers who connect with us through inbound calls, emails, text/or chats, follow-up & marketing campaigns.
As a BDC Representative you will be responsible for providing dynamic end to end progression of the Customer Journey as well as engage in customer follow-up and all manner of:
Respond to on line Customer requests – Website, Autotrader, Facebook, Live Chat etc
Ensure all inbound and outbound communications with customers meet our quality control standards for customer service (through scripted guidelines, processes & procedures)
Monitoring and contacting leads achieving daily goals of 100 phone calls and 50 emails/text messages
Determining each customer’s needs through active conversation & listening
Converting inquiries into quality appointments, confirming appointment show
Manage appointment shows (minimum of 25 set appointments per week)
Reschedule no-show Customer appointments.
Follow up with Sales Department to determine if appointment was kept and the outcome.
Purify and update Customer changes in database/maintain accurate records of daily activities.
Performing surveys with customers
Complete daily activity reports containing statistics on outgoing calls, e-mail and confirmed appointments
\*Previous BDC or Automotive experience considered an asset.
Job Types: Full-time, Permanent
Salary: From $40,000.00 per year
Benefits:
Casual dress
Company events
Dental care
Disability insurance
Employee assistance program
Extended health care
Life insurance
On-site parking
Paid time off
RRSP match
Store discount
Tuition reimbursement
Schedule:
10 hour shift
8 hour shift
Weekends
Experience:
BDC/Automotive: 1 year (Preferred)
Language:
second language (Preferred)
Work remotely:
No