Service BDC Representative - Group 1 Toyota Rivertown

About the role

We are seeking a high-energy, results-driven Service BDC Agent to join our team. This role is ideal for someone who excels in a fast-paced environment and enjoys building rapport through various communication channels.

Responsibilities

• Lead Response: Respond to all service inquiries and website leads within minutes.
• Appointment Setting: Manage high-volume inbound/outbound calls to schedule vehicle maintenance, repairs, and recalls.
• Outbound Outreach: Conduct 160+ daily outbound touches for service reminders, missed appointments, and declined service follow-ups to keep the service drive full.
• CRM Management: Log every interaction with 100% accuracy in our CRM/Xtime.
• Goal Tracking: Meet or exceed daily KPIs for call volume, appointment set rates, and appointment show rates.
• Customer Education: Promote current dealership service specials and maintenance packages to maximize upsell opportunities.

Qualifications

• Previous experience in a call center, dealership, or high-volume customer service role is highly preferred.
• Tech Savvy: Skilled in using CRM software, Microsoft Office, and Xtime.
• Communication: Elite phone etiquette and the ability to follow professional scripts while remaining personable.
• Resilience: A "can-do" attitude and the ability to handle customer objections with empathy.
• Availability: Monday-Friday 9-6, Saturday 9-7, including rotating Saturdays

Benefits

• Atractive Commission Structure: Performance-based bonuses for every appointment that is set and "shows".
• Career Growth: Clear pathways to becoming a Service Advisor, BDC Manager, or Sales Consultant.
• Full Benefits: Medical, Dental, Vision, 401(k), and Paid Time Off.
• Perks: Employee discounts on vehicle purchases, parts, and service repairs.