Service BDC

TommyCar Auto Group • Hadley, MA

5d • Onsite

About The Position

Country Nissan is seeking a motivated, organized, and customer-focused Service BDC Coordinator to join our Service Department. The Service BDC Coordinator is responsible for managing customer communication, scheduling service appointments, and maintaining consistent follow-up with customers to help maximize service department appointments and retention. The ideal candidate is professional, energetic, comfortable on the phone, and able to work in a fast-paced dealership environment. This position requires someone who can build relationships with customers while effectively managing a high volume of inbound and outbound calls.

Requirements

• Previous BDC, call center, customer service, automotive, or sales experience preferred.
• Excellent verbal and written communication skills.
• Confident and professional telephone manner.
• Strong organizational and time-management skills.
• Ability to multitask while maintaining attention to detail.
• Comfortable making frequent outbound calls.
• Positive attitude and strong work ethic.
• Ability to work independently while also being an effective team member.
• Basic computer skills and ability to learn dealership software and CRM systems.
• Automotive service experience is a plus but not required.
• All applicants must be able to pass a pre-employment background check and drug screening, and must have a valid driver's license with an acceptable driving record where applicable.

Nice To Haves

• Automotive service experience is a plus but not required.

Responsibilities

• Answer incoming service calls and assist customers with scheduling and general service questions.
• Make a high volume of outbound calls to current and prospective service customers.
• Schedule, confirm, and reschedule service appointments.
• Follow up with customers who have missed, canceled, or declined appointments.
• Contact customers regarding recommended maintenance and previously declined services.
• Maintain accurate customer information and appointment records.
• Monitor appointment schedules and work to maximize daily service traffic.
• Communicate professionally with customers by phone, text, and email.
• Provide customers with a positive and professional experience during every interaction.
• Work closely with Service Advisors, Service Management, and the Service Department to ensure a smooth customer handoff.
• Follow up with customers after their service visit when needed.
• Meet daily and monthly call, appointment, and follow-up performance goals.
• Maintain consistent follow-up with customers and ensure no opportunities are missed.
• Assist with customer retention and service marketing campaigns.
• Utilize dealership CRM and scheduling systems to document customer interactions and appointments.
• Perform other duties as assigned by Service Management.

Benefits

• Aggressive, uncapped performance-based pay plan
• Flexible 40-hour schedule
• Closed on Sundays (Northampton Volkswagen)
• Largest new & used inventory in the area
• State-of-the-art service and parts facilities
• A professional, fun work environment
• Career development and advancement — we promote from within
• Paid training
• Medical, Dental, Vision and Life Insurance
• 401(k)
• Paid holidays, paid sick days, paid birthday bonus days
• Vehicle purchase and service discounts — including family discounts
• Wellness benefits
• Volunteerism and fundraising efforts for local charities and non-profit organizations

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed