Service BDC Representative

Perkins Motors Colorado Springs•Colorado Springs, CO

10d

About The Position

Position Summary: WORKDAYS: Tuesday - Saturday The Service BDC (Business Development Center) Representative is responsible for managing communication between customers and the service department. This role involves handling inbound and outbound communications, scheduling appointments, managing service leads, maintaining customer records, and supporting the service team to ensure an exceptional customer experience.

Requirements

High school diploma or equivalent required.
Prior experience in customer service or call center environment preferred.
Excellent verbal and written communication skills.
Strong organizational and time management abilities.
Proficient in Microsoft Office and CRM systems.

Nice To Haves

Automotive dealership experience is a plus.

Responsibilities

Customer Communication
Answer inbound calls, emails, and messages professionally and promptly.
Make outbound calls to schedule service appointments and follow up with customers.
Inform customers about current service promotions, recalls, and maintenance reminders.
Conduct post-service follow-ups to gather customer feedback and ensure satisfaction.
Appointment Scheduling
Manage and optimize the service appointment calendar.
Confirm appointment details with customers, including required documentation or preparations.
Work closely with service advisors to coordinate customer drop-off and pick-up times.
Lead Management
Respond to service inquiries and generate service leads through various channels.
Track service appointment conversion rates and follow up on missed opportunities.
Proactively contact customers regarding unsold service recommendations and open recalls.
Customer Relationship Management
Accurately maintain customer profiles and records within the CRM system.
Build positive relationships to promote customer loyalty and repeat business.
Assist in resolving customer issues and escalate when necessary to ensure satisfaction.
Support Service Operations
Communicate customer concerns and service needs to advisors and technicians.
Assist in the creation and explanation of service quotes and estimates.
Perform administrative duties such as updating service records, filing, and data entry.