BDC Representative | Hourly - Olympia Kia

Gee Automotive Companies•Olympia, WA

About The Position

Olympia Kia is hiring a Service BDC Representative to support a positive customer experience before customers arrive at the dealership. The representative serves as a direct connection between customers and the Service Department, handling appointment scheduling, customer questions, follow-up communication, and concerns. This is a high-volume phone role involving both inbound and outbound calls. The position offers paid training, ongoing coaching, and opportunities for advancement within the dealership.

Requirements

Comfortable spending a significant portion of the workday on the phone.
Comfortable making outbound calls, not just answering inbound calls.
Strong customer service and communication skills.
Professional, friendly, and confident conversational style.
Ability to remain calm and professional in difficult customer situations.
Strong organizational and multitasking abilities.
Detail-oriented with accurate documentation skills.
Comfortable learning new computer programs and working across multiple systems.
Dependable, punctual, and team-oriented.
Willing to accept coaching and implement feedback.
Ability to work in a fast-paced environment where priorities can change quickly.
Must be at least 18 years old, have a valid driver's license and clean driving record, and be able to pass a criminal background check and pre-employment drug screen.

Responsibilities

Answer incoming service calls promptly and professionally.
Schedule maintenance, diagnostic, warranty, recall, and repair appointments.
Make outbound calls for maintenance reminders, service follow-ups, missed opportunities, connected vehicle alerts, and other service campaigns.
Ask effective questions to understand customer concerns and determine appropriate next steps.
Work toward resolving customer questions and concerns rather than simply relaying messages.
Clearly explain appointment expectations and basic service processes.
Assist frustrated or upset customers while maintaining a calm, professional, and solution-focused approach.
Review customer and vehicle information to determine scheduling needs.
Coordinate with Service Advisors, management, and other departments as needed.
Accurately document customer conversations and appointment information.
Learn and use multiple dealership software programs and communication platforms.
Follow dealership procedures for scheduling, escalation, customer communication, and follow-up.
Assist with loaner vehicle reservations when necessary.
Help create a consistent, positive customer experience from the first point of contact.

Benefits

Paid training and ongoing coaching.
Opportunities for advancement within the dealership.
Supportive team environment.
Employee discounts on vehicles, parts, and service.
Employer-subsidized medical and dental insurance with comprehensive coverage options.
Company-paid life insurance.
Employee Assistance Plan and text-based Telehealth.
Voluntary benefits including short- and long-term disability, critical illness, accident, pet insurance, and additional life insurance for employees and their families.
401(k) with company match.
Paid Time Off that begins accruing from Day 1.
Exclusive employee pricing for employees and their families on parts, service, and vehicles.