BDC Customer Service Representative - AT Nissan

ALLEN TURNER AUTOMOTIVE•Auburn, AL

9d•Onsite

About The Position

The BDC Service Representative is responsible for handling inbound and outbound communications with service customers to schedule appointments, confirm maintenance needs, and enhance the overall service experience. This role operates in a fast-paced, call center-style environment and utilizes phone calls, emails, and text messages to engage customers, follow up on service reminders, and support the dealership’s fixed operations goals. The ideal candidate is organized, friendly, and customer-service focused.

Requirements

Previous experience in a BDC, call center, customer service, or phone-based sales role preferred
Excellent verbal and written communication skills across phone, email, and text
Self-motivated, goal-oriented, and persistent in follow-up
Strong organizational and time management abilities
Comfortable with CRM systems, texting platforms, and basic office software
Professional, team-oriented attitude with a desire to grow
Must be able to pass pre-employment background check, Motor Vehicle Record (MVR) check, and drug screening

Nice To Haves

Automotive experience is a plus, but not required

Responsibilities

Respond promptly to inbound service calls, internet leads, and other inquiries from potential customers via phone calls, emails and/or texts
Make outbound contacts to schedule or confirm service appointments, follow up on declined work, and promote routine maintenance
Accurately input and update detailed customer information, appointments and interactions in the CRM
Coordinate with the service department to ensure availability and timely scheduling
Explain basic service offerings and maintenance packages to customers
Use scripts and system tools to ensure consistent and professional communication
Monitor service appointment no-shows and follow up to reschedule as needed
Support dealership marketing efforts by contacting customers regarding recalls, service campaigns, and seasonal offers
Track daily productivity and meet or exceed individual daily, weekly, and monthly call and appointment-setting goals and team performance goals
Collaborate with service advisors and BDC management to improve communication and workflow
Participate in ongoing training and coaching sessions to improve phone skills and performance
Handle customer concerns or questions professionally, escalating when necessary
Maintain confidentiality of customer information and dealership records
Assist with other BDC or dealership tasks as needed to support business objectives
Perform other duties to support overall dealership success