BDC Service Agent

Asbury Automotive Group•White Marsh, MD

About The Position

Koons White Marsh Chevrolet is seeking an energetic, customer-focused BDC Service Agent to support the dealership’s Business Development Center and help provide positive customer experiences. The role manages a high volume of inbound and outbound calls and emails, identifies customers’ automotive service needs, shares appointment availability, and works with service advisors to find solutions or alternatives. Agents schedule service appointments, greet customers, provide shuttle-schedule information when needed, and document customer contacts and information in the customer management system. They follow dealership processes and Asbury phone scripts, complete daily internet-lead service work plans, and respond to calls promptly, professionally, and courteously. The position involves frequent customer contact and handling 50 or more calls per day. Candidates should be comfortable multitasking in a fast-paced environment and using computers and phones. Prior experience in customer-facing, sales, service BDC, receptionist, call-center, or appointment-setting work is preferred.

Requirements

Must be at least 18 years of age.
Must be able to pass pre-employment background and drug screens.
Excellent customer service skills and motivation to succeed.
Advanced computer and phone skills.
Typing speed of at least 35–40 words per minute.
Ability to multitask in a fast-paced environment.
Ability and willingness to handle a high volume of inbound calls.
Team-player attitude.

Nice To Haves

Experience using customer tracking systems to track calls and appointments.
Prior retail, sales, service BDC, receptionist, call-center, or sales BDC experience.
Appointment-setting experience.
Proficiency in additional languages.

Responsibilities

Manage a high volume of inbound and outbound customer calls and emails in a timely manner.
Receive a high volume of inbound calls and handle 50 or more calls per day.
Partner with the service department to schedule vehicle service appointments.
Contact customers to identify automotive service needs and provide information about service appointment availability.
Work with service advisors to research customer issues and provide solutions or alternatives.
Greet customers and provide information about the shuttle schedule when needed.
Follow dealership processes and procedures and maintain frequent contact with customers.
Document all customer contacts thoroughly in the customer management system.
Complete internet lead management service work plans daily.
Answer calls promptly, professionally, and courteously.
Use scripts to collect pertinent customer information and document it in the system.
Adhere to Asbury phone scripts.

Benefits

Weekly pay of $20–$25 per hour.
Paid holidays and paid time off.
Paid training.
Stock awards for eligible management and front-line team members.
Medical, vision, dental, accident, critical illness, and hospital indemnity insurance plans.
Up to 12 weeks of paid pregnancy leave (disability leave).
Paid parental leave.
Health savings and flexible spending accounts.
Short-term and long-term disability plans.
Whole life and term life insurance.
401(k) with company match.
Pet insurance.
Digital career path tool and continuous training through Asbury’s Internal Learning Management System.
Professional growth and development opportunities.
Technician student loan relief resources.
Employee assistance program.
Employee discounts on parts and service repairs.
Scholarship awards.
Community service initiatives with paid volunteer hours.
Employee referral program with bonus opportunities.