Service BDC

Helena Motors Group•Helena, MT

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 position helps keep the service schedule productive while providing a friendly, organized, and convenient customer experience. The role handles incoming customer communications, schedules and confirms appointments, conducts outbound follow-up, maintains accurate customer and vehicle records, and coordinates with service advisors and other dealership teams. The representative also supports customer satisfaction goals, protects customer information, and performs related administrative duties as assigned.

Requirements

Strong telephone etiquette and clear verbal and written communication skills.
Comfort 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 ability to work independently and as part of a team.
Willingness to learn automotive service information.

Nice To Haves

Customer service, call center, appointment scheduling, or dealership experience.
Automotive service knowledge.

Responsibilities

Answer incoming service calls, emails, texts, and online appointment requests promptly and professionally.
Schedule, confirm, and reschedule service appointments according to 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 visits.
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 on customer questions, scheduling needs, transportation requests, and concerns requiring additional assistance.
Assist with recall appointment outreach and coordinate with 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 response-time, appointment-scheduling, customer-contact, and customer-satisfaction goals.
Protect customer information and follow dealership policies for calls, texts, emails, and recordkeeping.
Support the service team with related administrative duties as assigned.