Service BDC Call Center Representative
About The Position
Arrow Ford is looking for a highly motivated Service BDC Call Center Representative to join our growing service team. This role is responsible for handling inbound and outbound customer communications for the service department, scheduling appointments, following up with customers, and helping deliver an exceptional customer experience from the first phone call to vehicle pickup. The ideal candidate is energetic, organized, customer-focused, and comfortable working in a fast-paced dealership environment. Strong communication skills and the ability to multitask are essential.
Requirements
- Previous customer service, call center, BDC, or dealership experience preferred
- Strong phone and communication skills
- Positive attitude with a professional appearance and demeanor
- Ability to multitask in a high-volume environment
- Basic computer and typing skills
- Dependable attendance and strong work ethic
Nice To Haves
- Experience with dealership systems is a plus
- Bilingual is a plus but not required
Responsibilities
- Answer inbound phone calls, text messages, emails, and online service inquiries
- Schedule service, maintenance, recall, and diagnostic appointments
- Follow up with customers regarding missed appointments, declined services, and future maintenance needs
- Conduct outbound calls and campaigns to drive service traffic and customer retention
- Confirm appointments and maintain accurate customer records in DMS and scheduling systems
- Communicate professionally and clearly with customers regarding service timelines and expectations
- Coordinate with service advisors, dispatch, and management to maximize shop efficiency
- Monitor appointment availability and help maintain proper scheduling flow
- Assist with customer satisfaction follow-up and online reputation management
- Meet daily, weekly, and monthly appointment and performance goals
Benefits
- Six days of Paid Time Off each year
- One week of vacation after one year, two weeks of vacation after three years, and three weeks of vacation after 10 years
- Custom and competitive wage plans
- Employee discounts
- Low-deductible health insurance
- Vision insurance
- Dental insurance
- Voluntary insurance options (disability, cancer insurance, etc.)
- 401(k) savings plan with company match
- Holiday pay
- Closed on Sundays
- Free childcare for its employees through the I-CAN Kids program
- Paid training programs through Arrow Academy
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
