Service BDC
About The Position
The Service BDC Agent is responsible for supporting the Service Department by communicating with customers, scheduling service appointments, following up on service opportunities, and helping drive customer retention and service-lane traffic. This position requires strong communication skills, a positive attitude, attention to detail, and the ability to manage a high volume of phone calls, text messages, emails, and customer follow-up. The ideal candidate is customer-focused, organized, motivated by results, and comfortable working in a fast-paced automotive dealership environment.
Requirements
- Excellent verbal and written communication skills.
- Strong customer-service and telephone skills.
- Ability to communicate professionally with customers in both positive and difficult situations.
- Strong organizational and time-management skills.
- Ability to multitask and prioritize responsibilities in a high-volume environment.
- Comfortable making a significant number of outbound customer calls each day.
- Basic computer skills and ability to learn dealership software and CRM systems.
- Dependable attendance and punctuality.
- Positive attitude and willingness to work as part of a team.
Nice To Haves
- Automotive dealership, call center, BDC, or customer-service experience preferred but not required.
- Bilingual English/Spanish is a plus.
Responsibilities
- Handle inbound service calls and assist customers with scheduling service appointments.
- Make outbound calls to customers regarding maintenance needs, declined services, missed appointments, recalls, and other service opportunities.
- Respond promptly and professionally to customer inquiries received by phone, text, email, and other digital channels.
- Schedule appointments accurately based on customer needs and Service Department availability.
- Confirm upcoming service appointments and communicate relevant appointment information to customers.
- Follow up with customers who missed or canceled appointments and work to reschedule them.
- Contact customers with previously declined or recommended services to assist with scheduling their return visit.
- Assist with customer retention campaigns and other Service Department marketing initiatives.
- Maintain accurate customer information and detailed notes within dealership systems.
- Monitor assigned leads and follow-up opportunities to ensure customers receive timely communication.
- Communicate effectively with Service Advisors, Service Management, and other dealership departments.
- Help identify customer concerns and escalate issues to management when appropriate.
- Provide a professional, friendly, and consistent customer experience during every interaction.
- Meet or exceed department goals for outbound calls, appointments scheduled, appointment confirmations, show rates, and other assigned performance metrics.
- Participate in ongoing training and coaching.
- Perform additional duties as assigned by Service Management.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
