BDC Service Representative

About the role

The BDC Service Representative is responsible for contacting existing customers by phone to schedule vehicle service appointments, encourage customer retention, and maintain strong customer relationships. This position focuses primarily on outbound calling, appointment setting, follow-up, and customer retention.

Responsibilities

• Make a high volume of outbound calls to existing and potential service customers.
• Contact customers due for routine maintenance or recommended service.
• Schedule and confirm service appointments.
• Follow up with customers who have postponed, declined, or missed appointments.
• Build positive relationships with customers and encourage continued business.
• Explain the importance of recommended maintenance and available service options.
• Meet daily and monthly appointment-setting and customer-retention goals.
• Accurately document customer interactions and appointment information in the dealership's CRM/DMS.
• Work closely with Service Advisors and the Service Department to ensure a smooth customer experience.
• Handle customer questions professionally and resolve basic concerns or direct them to the appropriate department.
• Make reminder and follow-up calls to improve appointment show rates.
• Maintain a professional, friendly, and customer-focused attitude on every call.

Qualifications

• Previous customer service, call center, BDC, automotive, or sales experience preferred but not necessary.
• Excellent verbal and written communication skills.
• Comfortable making frequent outbound telephone calls.
• Strong organizational and follow-up skills.
• Ability to work in a fast-paced, goal-oriented environment.
• Professional telephone manner and positive attitude.
• Basic computer and CRM/DMS skills.
• Ability to work independently while also being an effective team member.

Benefits

• Medical, Dental and Vision Insurance.
• Life Insurance.
• 401 (K) with company match.
• Paid Holidays.
• Vacation & Sick PTO.
• Employee discounts.
• Advancement Opportunities.

Pay

$19-$21 per hour plus Monthly Performance Incentive.