Service BDC
About The Position
The Service Business Development Center (BDC) Representative connects customers with the service department by scheduling appointments, answering questions, and following up on maintenance and repair needs. The role helps keep the service schedule productive while providing a friendly, organized, and convenient customer experience. The position handles customer communications and appointment coordination, maintains accurate records in dealership systems, and works with service advisors and other teams to support customer needs. It also includes follow-up after service visits, outreach for recalls and routine maintenance, and support for service-related administrative duties.
Requirements
- Strong telephone etiquette and clear verbal and written communication skills.
- Comfortable making outbound calls and managing a high volume of customer interactions.
- Strong attention to detail, organization, and follow-through.
- Ability to use multiple computer programs and learn dealership scheduling, CRM, and management systems.
- Ability to remain professional and helpful when assisting frustrated customers.
- Dependable attendance and the ability to work independently and as part of a team.
- Willingness to learn automotive service knowledge.
Nice To Haves
- Customer service, call center, appointment scheduling, or dealership experience preferred.
- Automotive service knowledge is helpful.
Responsibilities
- Answer incoming service calls, emails, texts, and online appointment requests promptly and professionally.
- Schedule, confirm, and reschedule service appointments based on customer needs, appointment guidelines, and shop availability.
- Make outbound calls for routine maintenance reminders, missed appointments, declined services, and customer follow-up.
- Record customer concerns and requested services accurately so service advisors can prepare for each visit.
- Verify and update customer contact information and vehicle details in dealership systems.
- Provide general information about service hours, location, current offers, and appointment procedures.
- Coordinate with service advisors regarding customer questions, scheduling needs, transportation requests, and concerns requiring additional assistance.
- Assist with recall appointment outreach and coordinate with the service and parts teams to confirm readiness before scheduling.
- Follow up after service visits to gather feedback and refer unresolved concerns to the appropriate manager.
- Maintain accurate records of customer communications, appointments, and follow-up activities.
- Work toward established goals for response times, appointment scheduling, customer contact, and customer satisfaction.
- Protect customer information and follow dealership policies for calls, texts, emails, and recordkeeping.
- Support the service team with related administrative duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
