AUTOMOTIVE SERVICE BDC REPRESENTATIVE

Diehl Hyundai of Massilon•Perry Heights, OH

About The Position

Diehl Hyundai of Massillon is hiring a full-time Service Business Development Center (BDC) Representative in Massillon, Ohio. The role connects customers with the Hyundai Service Department, with a primary focus on scheduling service appointments, answering inquiries, following up with customers, and helping maintain a full and productive service schedule. The representative communicates by phone, email, and text, keeps customer and appointment records accurate in the dealership CRM, and works with Service Advisors, Service Managers, and other dealership personnel to support an efficient, positive customer experience. Previous automotive experience is preferred, but candidates with customer service, call center, appointment scheduling, administrative, hospitality, or sales experience are encouraged to apply. The position is offered by a growing dealership team in a modern automotive sales and service facility. The posting describes a professional, team-oriented environment, supportive management, training and professional development, and opportunities for advancement within Diehl Automotive and across dealership functions.

Requirements

Excellent telephone and customer service skills.
Strong written and verbal communication abilities.
Friendly, professional phone presence.
Strong organizational and multitasking skills.
Attention to detail.
Ability to work in a fast-paced environment.
Confidence making inbound and outbound customer calls.
Basic computer and data-entry skills.
Ability to communicate professionally by phone, email, and text.
Strong follow-up skills.
Ability to work independently while contributing to a team.
Positive attitude and dependable work ethic.
Desire to meet and exceed appointment and customer-service goals.

Nice To Haves

Previous automotive experience is preferred.
Experience as a Service BDC Representative, Automotive BDC Representative, BDC Agent, Appointment Coordinator, Service Coordinator, Customer Service Representative, Call Center Representative, Service Scheduler, Automotive Service Advisor, Receptionist, or Business Development Representative.

Responsibilities

Answer incoming service calls in a friendly and professional manner.
Schedule automotive service and maintenance appointments.
Make outbound calls about recommended and upcoming maintenance.
Respond to customer inquiries by phone, email, and text.
Follow up with customers who submit online service requests.
Confirm upcoming service appointments.
Assist with rescheduling and appointment changes.
Maintain accurate customer information and communication records in the dealership CRM.
Help maximize appointment volume and service department capacity.
Follow up with customers regarding missed or canceled appointments.
Contact customers about maintenance reminders and service opportunities.
Help reactivate previous service customers.
Communicate customer concerns clearly to Service Advisors.
Work closely with Service Advisors, Service Managers, and other dealership personnel.
Maintain professional and consistent customer follow-up.
Meet individual and departmental appointment-setting goals.
Monitor appointment confirmations, show rates, and follow-up activity.
Help provide customers with an efficient and positive service experience.
Maintain accurate records of calls, appointments, and customer interactions.