Service Business Development Center (BDC) Representative

Fontana Chrysler, Dodge, Ram, Jeep•Fontana, CA

2d•$20 - $25

About The Position

The Service Business Development Center (BDC) Representative answers incoming telephone calls and greets visitors in a friendly, interested, and helpful manner. The role receives, processes, and coordinates incoming service inquiries and requests, and performs clerical and administrative duties for the Service department. The position supports customers across multiple dealership locations, responding to inquiries through phone, email, text message, and online service requests and helping convert digital inquiries into appointments. The ideal candidate has post-secondary education or training, experience in a similar administrative, clerical, call center, or customer service role, and working knowledge of automotive sales or service. The candidate should have a courteous personality, strong administrative and organizational skills, strong phone and computer skills, and excellent communication and interpersonal skills.

Requirements

Strong verbal communication skills and professional phone etiquette.
Excellent customer service, relationship-building, and conflict-resolution abilities.
Ability to multitask and manage high call volumes in a fast-paced environment.
Strong organizational skills, attention to detail, follow-through, and time management.
Ability to prioritize tasks and adapt in a performance-driven environment.
Ability to consistently achieve daily KPIs, including appointment-setting, outbound call volume, customer contact, and productivity goals.
Basic computer proficiency, including Microsoft Office and dealership software systems.
Ability to quickly learn dealership processes, service procedures, and scheduling platforms.
Positive, team-oriented, and customer-focused attitude.
Self-motivated, dependable, and able to work independently with minimal supervision.
Professional appearance and strong work ethic.

Nice To Haves

Automotive service experience.
Previous customer service, call center, BDC, receptionist, administrative, or dealership experience.
Previous phone sales, appointment-setting, or internet lead management experience.
Bilingual communication skills.
Some post-secondary education or training.
Working knowledge of automotive sales or service.

Responsibilities

Answer inbound service calls promptly and professionally in accordance with company standards and customer service expectations.
Schedule, confirm, reschedule, and follow up on service appointments for multiple dealership locations.
Respond to customer inquiries received through phone calls, emails, text messages, and online service requests.
Assist customers with questions regarding maintenance, repairs, recalls, service campaigns, parts availability, and dealership processes.
Coordinate with service advisors, parts departments, warranty administrators, and management to ensure accurate communication and appointment handling.
Perform outbound follow-up calls regarding declined services, missed appointments, maintenance reminders, parts arrivals, and customer satisfaction.
Meet daily productivity, appointment-setting, outbound call, and customer communication goals in a performance-driven environment.
Manage high call volumes while maintaining professionalism, accuracy, and exceptional customer service standards.
Support online and digital customers by converting inquiries into scheduled appointments.
Maintain accurate customer records, appointment notes, and communication logs within dealership software systems.
Address customer concerns professionally and escalate issues to management when necessary.
Contribute to customer retention efforts through consistent follow-up practices that encourage repeat and referral business.
Maintain confidentiality of customer, employee, and company information.
Stay informed about dealership procedures, manufacturer programs, service processes, and product updates.
Support additional administrative and operational tasks as assigned by management.