SERVICE BDC APPOINTMENT COORDINATOR

Key Responsibilities

• Answer all inbound service calls promptly and professionally, providing accurate information and scheduling appointments.
• Make outbound calls to confirm, reschedule, and follow up on service appointments.
• Carry out service reminders, overdue maintenance reminders, and follow-ups on declined services.
• Maintain detailed and accurate records of all customer interactions in the CRM system.
• Ensure proper appointment routing to advisors and technicians to maximize shop productivity and efficiency.
• Follow established phone and email scripts while maintaining a friendly, professional, and customer-focused tone.
• Handle customer concerns or escalate issues to the appropriate manager when necessary.
• Support dealership retention efforts by engaging with customers before and after service visits.
• Aid with service marketing campaigns, such as seasonal maintenance specials, recalls, and warranty promotions.
• Collaborate with the Service Advisors, Technicians, and Managers to ensure excellent communication and a seamless customer experience.
• Maintain and meet or exceed daily, weekly, and monthly performance goals for call volume, appointments set, and show rates.

Qualifications

• Minimum 1 year previous BDC, call center, or customer service experience preferred (automotive experience is a plus).
• Strong verbal and written communication skills with a clear, professional phone voice.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Proficiency with computers, CRM systems, and Microsoft Office Suite.
• Team player with a positive attitude and commitment to customer satisfaction.
• High school diploma or equivalent required; some college preferred.
• Pass a background and drug test.