BDC Associate fixed ops - Toyota of Santa Fe

The BDC Associate at Toyota of Santa Fe is responsible for generating service appointments by managing customer inquiries from the internet. This role involves responding to inquiries with professional courtesy, promptly entering customer data into the CRM, and conducting follow-up surveys to assess customer satisfaction. You will also utilize lead management tools to keep track of customer interactions and contribute to overall team success.

To be considered for the BDC Associate role at Toyota of Santa Fe, candidates should possess excellent verbal and written communication skills, strong computer proficiency with MS Office Suite, and an ability to thrive in a fast-paced call center environment. Organizational skills and the capability to comprehend policies and procedures are also important for success in this position.

As a BDC Associate at Toyota of Santa Fe, you will enjoy a comprehensive benefits package that includes medical, dental, vision, HSA contribution, a 401k plan, and generous paid time off (PTO). Additionally, we provide award-winning training and special benefits for purchasing or leasing a vehicle, demonstrating our commitment to supporting our employees both personally and professionally.

At Toyota of Santa Fe, we are dedicated to developing our employees by offering opportunities for advancement within the company. Each year, we promote over 1,000 internal advancements, allowing you to build your career in the automotive industry. You’ll benefit from industry-leading training programs, mentorship, and a focus on teamwork, all helping you reach your professional goals.

A typical day for a BDC Associate at Toyota of Santa Fe involves responding to internet inquiries, managing customer appointments, documenting interactions in our CRM, conducting follow-up surveys, and engaging in team collaboration to ensure a positive customer experience. Each day is dynamic, focusing on providing top-tier service while also leveraging training opportunities to enhance your skills.

When answering this question, remember to highlight a specific situation where your customer service skills made a difference. Focus on your approach to resolving a customer issue, how you communicated with them, and what feedback you received. Emphasize your ability to listen and adapt to customer needs.

Discuss your organizational methods and tools you utilize, such as creating lists or using CRM software to keep track of inquiries. Explain that you assess urgency and importance, addressing high-priority inquiries first while ensuring all follow-ups are conducted on time.

Mention any CRM software or lead management tools you have experience with, as well as your proficiency in MS Office. Explain your willingness to learn new systems quickly and how your past experiences have prepared you for handling data entry and customer records.

When responding to this question, describe your approach to empathy and active listening. Mention your strategy for calming the customer while working to understand their issue. Highlight your commitment to ensuring that the customer feels heard and valued by providing effective solutions.

Conducting prior research is key here. Discuss your understanding of Toyota of Santa Fe's commitment to customer satisfaction and personal growth opportunities for employees. Emphasize how those values align with your own and how you can contribute to that culture.

Emphasize your organizational skills and the tools you use for staying on top of multiple tasks like to-do lists or CRM software. Explain how maintaining a structured daily routine helps you manage your time effectively while still providing exceptional customer service.

Select a relevant challenge that reflects your problem-solving abilities, particularly in environments similar to a BDC. Discuss the actions you took to resolve the issue, what was learned from the situation, and how it positively impacted your work or team.

This is your chance to express your enthusiasm for the role. Talk about your passion for customer service, interest in the automotive industry, and alignment with Toyota's values. Be sincere about how this position fits into your long-term career aspirations.

Discuss your attention to detail and techniques you implement to minimize errors, like double-checking entries and utilizing automated systems. You can mention any past experiences where you maintained data integrity effectively and the importance of accuracy in a role like that.

Explain your proactive approach to troubleshooting such situations. Discuss how you would analyze potential issues, seek feedback from your team, or reach out to previous customers for follow-ups to find new opportunities. Ultimately, focus on maintaining a positive attitude and collaboration with your colleagues.