Automotive Service BDC

LaFontaine Cadillac Buick GMC of Highland • Highland, MI

11d

About The Position

The Service Scheduler/Service Business Development Representative (BDR) is responsible for managing inbound and outbound customer communication, including web-based inquiries, phone calls, and other lead sources. This role ensures customers are connected efficiently with the appropriate service teams and provides a high level of customer service throughout the interaction. The BDR will utilize established lead management and service processes to schedule and confirm appointments, maintain accurate records, and support the overall efficiency of the service department. Performance is measured based on key metrics, including lead engagement, appointment confirmations, and follow-up outcomes. Success in this role requires strong communication skills, attention to detail, the ability to multitask in a fast-paced environment, and a team-oriented approach. This position provides training, ongoing support, and opportunities for career development within service and management.

Requirements

• Strong verbal & written communication Skills
• Consistently meet or exceed outbound communication goals (calls, texts, and emails) for all service lead assignments.
• Ability to multitask effectively in a fast-paced environment.
• Friendly customer-focused and professional demeanor.
• Excellent attention to detail and organizational skills
• Proficiency with CRM systems and Microsoft Office/Google Workspace tools.
• Ability to work collaboratively with a team-oriented environment.
• Problem-solving skills and the ability to adapt to changing schedules or priorities
• Reliable, self-motivated and able to work independently when necessary
• Availability and willingness to work a flexible schedule, including Monday through Friday from 8:30 a.m. to 5:30 p.m., and alternating Saturdays from 8:00 a.m. to 2:00 p.m. When scheduled for a Saturday shift, the designated day off for that week will be Wednesday.
• Reliable, self-motivated and able to work independently when necessary
• High school diploma or GED certificate preferred
• One to three years related experience and/or training. Or equivalent combination of education and experience.
• Two years of experience in customer service (No Automotive Necessary)

Responsibilities

• Schedule and manage service appointments using the dealership’s CRM and scheduling tools.
• Confirm customer appointments and follow up on missed or rescheduled visits.
• Ensure accurate documentation of customer concerns and appointment details.
• Coordinate with Service Advisors, Lane Manager, and Service Manager to optimize shop capacity.
• Handle missed inbound calls, emails, and messages related to service inquiries.
• Make outbound calls to notify customers of due/overdue maintenance, recalls, and special promotions.
• Provide professional, friendly, and knowledgeable support to enhance customer satisfaction.
• Address basic customer questions regarding services, wait times, and basic pricing, redirecting any additional pricing inquiries to a Service Advisor.
• Maintain accurate and up-to-date records of appointments, customer interactions, and daily outcomes within the CRM and individual trackers.
• Monitor Set, Show, and RO Close metrics to ensure proper reporting.
• Follow dealership processes for documenting customer check-ins and completed service visits.
• Assist management by identifying trends, scheduling needs, and process improvement opportunities.
• Work closely with Service Advisors to ensure smooth daily operations.
• Communicate and coordinate with the Parts Department to verify availability of parts required for certain repairs.
• Collaborate with other BDC team members to distribute workload and support overall departmental goals.

Benefits

• Competitive Compensation
• Employee Referral Program
• Employee Discounts on Sales and Service
• Benefits Package (Medical, Dental, Vision, Employer Paid Life/AD&D, Employee Assistance Program, Pet Insurance)
• Voluntary Benefits (Flexing Spending Account, Life/AD&D, Short-Term and Long-Term Disability, Critical Illness, Accident Insurance, Legal & Identity Theft Protection)
• 401(k) and Employer Match
• Holiday Savings Program with Employer Match
• Paid Time Off
• Holiday Pay

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED