Service BDC

Key Responsibilities

• Handle inbound and outbound service calls, texts, emails, and online inquiries
• Schedule and confirm service appointments efficiently
• Conduct outbound follow-up for declined services, overdue maintenance, missed appointments, and service reminders
• Support service retention and CSI initiatives through consistent customer follow-up
• Re-engage inactive customers and help drive lost customer recovery efforts
• Respond promptly to online service leads and digital appointment requests
• Aid in managing manufacturer and dealership service campaigns
• Maintain accurate customer records and activity notes in CRM
• Cook up effective coordination with service advisors and management to ensure smooth appointment flow
• Contribute to supporting service lane traffic growth and revenue opportunities
• Make contributions to meeting department KPIs including appointment show rate, outbound activity, retention, and CSI performance

Qualifications

• Previous BDC, call center, customer service, or automotive experience preferred
• Strong phone, communication, and follow-up skills
• Positive attitude with a customer-first mindset
• Organized and detail-oriented with strong multitasking ability
• Comfortable working in CRM systems and handling high-volume communication
• Ability to work in a fast-paced, performance-driven environment
• Bilingual (Spanish) is a plus