Service Business Development Center (BDC) Representative

Bellingham Ford•Bellingham, WA

1d•Onsite

About The Position

Bellingham Ford is seeking a professional, organized and customer-focused Service BDC (Business Development Center) Representative to join our service team. The Service BDC Representative is responsible for handling inbound and outbound customer communications related to vehicle service appointments, maintenance reminders, follow-up calls, and overall customer satisfaction. This role serves as a critical connection between our customers and service department by delivering excellent communication, accurate scheduling, and a positive customer experience from the first point on contact.

Requirements

Strong communication and interpersonal skills
Professional phone etiquette
Strong organizational and multitasking abilities
Ability to work in a fast-paced environment
Basic computer proficiency and ability to learn dealership software systems
Positive attitude and team-oriented mindset

Nice To Haves

Previous customer service, call center, or automotive experience preferred but not required

Responsibilities

Answer incoming phone calls promptly and professionally
Schedule customer service appointments accurately and efficiently
Make outbound calls for: Service reminders, Appointment confirmations, Missed appointment follow-ups, Declined service follow ups, Customer satisfaction follow-up calls
Communicate effectively with service advisors and management regarding appointment availability and shop capacity
Maintain accurate customer information and appointment records within dealership software systems
Respond to customer inquiries via phone, text, and email in a timely manner
Help manage and maintain the daily service appointment schedule
Assist in reducing no-shows and improving service retention
Provide customers with a friendly, professional, and welcoming experience
Escalate customer concerns appropriately when necessary
Support dealership goals for customer satisfaction and retention