Service BDC Representative

City Volkswagen of Evanston • Evanston, IL

5d • Onsite

About The Position

The Service BDC plays a critical role in managing inbound and outbound communication with service customers. This position is responsible for handling incoming calls, setting appointments, performing follow-up activities, and supporting CSI (Customer Satisfaction Index) efforts to ensure every customer receives a five-star experience. If you are organized, customer-focused, and thrive in a fast-paced environment, we want to hear from you!

Requirements

• Previous BDC, call center, or automotive service experience preferred
• Strong phone presence and communication skills
• Customer-service oriented with a positive attitude
• Comfortable with outbound calling and follow-up
• Ability to multitask in a fast-paced environment
• Basic computer and CRM proficiency
• Strong organizational skills and attention to detail

Responsibilities

• Answer all incoming service calls promptly and professionally
• Schedule and confirm service appointments
• Perform outbound calls for appointment reminders, follow-ups, and declined service opportunities
• Conduct CSI follow-up calls and address customer concerns
• Re-engage inactive customers and support retention efforts
• Maintain accurate customer records in CRM
• Coordinate with Service Advisors and Service Manager to ensure smooth workflow
• Meet or exceed daily, weekly, and monthly performance goals

What This Job Offers

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