SERVICE BUSINESS DEVP CENTER REPRESENTATIVE

Knight Petroleum Company•Glade, OH

10h•Onsite

About The Position

The Service Business Development Center (BDC) Representative is responsible for making outbound calls to customers for recommended and scheduled maintenance, declined services, recalls, and other service opportunities. They will also respond to inbound customer inquiries via phone, text, email, and internet, and schedule service appointments accurately according to dealership procedures and available service capacity. The role involves confirming appointments, rescheduling cancellations, and providing customers with basic information about dealership services. Additionally, the representative will contact customers for overdue maintenance, follow up on declined services, and conduct post-service follow-ups to ensure customer satisfaction and retention. Maintaining accurate records in the dealership's CRM system, coordinating with the Service Department, and providing a professional and positive customer experience are key aspects of this position. The representative must be able to handle customer questions and concerns courteously and efficiently, escalating issues when necessary, and maintaining professionalism even with upset customers.

Requirements

High school diploma or equivalent.
Excellent verbal and written communication skills.
Professional telephone manner.
Strong organizational and time-management skills.
Ability to work independently and as part of a team.
Ability to manage multiple customer interactions and follow-up tasks.
Basic computer skills and ability to learn dealership software and CRM systems.
Reliable attendance and punctuality.
Ability to sit and work at a computer for extended periods.
Ability to operate a telephone and computer system.
Ability to communicate effectively with customers and dealership personnel.

Nice To Haves

Previous automotive dealership experience.
Previous BDC, call center, customer service, or appointment-setting experience.
Experience with a dealership CRM and/or service scheduling software.
Knowledge of basic automotive maintenance and service terminology.
Experience working in a high-volume customer service environment.

Responsibilities

Make outbound calls to customers for recommended and scheduled maintenance, declined services, recalls, and other service opportunities.
Respond promptly to inbound customer calls, texts, emails, and internet inquiries.
Schedule service appointments accurately according to dealership procedures and available service capacity.
Confirm upcoming appointments and reduce no-shows through timely customer reminders.
Reschedule canceled or missed appointments and maintain consistent follow-up.
Provide customers with basic information regarding dealership service offerings, hours, location, appointment availability, and transportation options.
Clearly communicate appointment expectations, including drop-off procedures and estimated time requirements when provided by the Service Department.
Contact customers whose vehicles are due or overdue for recommended maintenance.
Follow up with customers who declined recommended repairs or services.
Follow up with customers after their service visit to encourage future service retention and customer satisfaction.
Assist with customer retention campaigns and manufacturer/dealership service marketing campaigns.
Maintain appropriate follow-up schedules and document all customer contacts.
Accurately document all customer contacts, appointments, concerns, and follow-up activities in the dealership's CRM and/or approved systems.
Maintain accurate customer contact information.
Review customer history and available vehicle information before contacting customers.
Ensure appointments are properly entered into the dealership's scheduling system.
Follow dealership procedures for appointment coding, source tracking, and customer communications.
Work closely with Service Advisors, Service Managers, technicians, and other dealership personnel to ensure appointments are properly scheduled.
Communicate customer concerns and special requests to the appropriate Service Advisor.
Monitor appointment schedules and help identify opportunities to fill open service capacity.
Notify appropriate personnel of changes, cancellations, special customer needs, or other appointment-related issues.
Follow dealership procedures regarding loaner vehicles, shuttle transportation, waiting appointments, and other customer accommodations.
Provide a professional and positive customer experience during every interaction.
Handle customer questions and concerns courteously and efficiently.
Recognize when a customer concern requires escalation to a Service Advisor, Service Manager, or other appropriate dealership representative.
Maintain professionalism when dealing with upset or dissatisfied customers.
Protect customer privacy and follow dealership policies regarding customer information.