BDC Representative | Hourly - Olympia Kia

Gee Automotive Companies•Olympia, WA

5d•$18 - $18•Onsite

About The Position

Olympia Kia is hiring a Service BDC Representative to serve as a direct connection between customers and the Service Department. The role focuses on creating a positive customer experience before customers arrive at the dealership by scheduling appointments, answering questions, providing follow-up communication, and helping resolve concerns. It is a high-volume phone position involving inbound and outbound calls. The position is full-time and 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 as well as 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 18 years or older.
Valid driver's license and clean driving record.
Must 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 questions to understand customer concerns and determine appropriate next steps.
Work toward resolving customer questions and concerns.
Explain appointment expectations and basic service processes.
Assist frustrated or upset customers while remaining calm, professional, and solution-focused.
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.
Text-based Telehealth.
Voluntary short- and long-term disability, critical illness, accident, and pet insurance, plus additional life insurance options 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.