Service Business Development Center (BDC) Representative

Responsibilities

• Answer inbound service calls promptly and professionally in accordance with company standards and customer service expectations.
• Schedule, confirm, reschedule, and follow up on service appointments for multiple dealership locations.
• Respond to customer inquiries received through phone calls, emails, text messages, and online service requests.
• Aid customers with questions regarding maintenance, repairs, recalls, service campaigns, parts availability, and dealership processes.
• Cookordination with service advisors, parts departments, warranty administrators, and management to ensure accurate communication and appointment handling.
• Perform outbound follow-up calls regarding declined services, missed appointments, maintenance reminders, parts arrivals, and customer satisfaction.
• Work in a performance-driven environment while consistently meeting daily productivity, appointment-setting, outbound call, and customer communication goals.
• Manage high call volumes while maintaining professionalism, accuracy, and exceptional customer service standards.
• Support online and digital customers by converting inquiries into scheduled appointments.
• Maintain accurate customer records, appointment notes, and communication logs within dealership software systems.
• Address customer concerns professionally and escalate issues to management when necessary.
• Contribute to customer retention efforts by maintaining consistent follow-up practices that encourage repeat and referral business.
• Maintain confidentiality of customer, employee, and company information at all times.
• Stay informed on dealership procedures, manufacturer programs, service processes, and product updates.
• Support additional administrative and operational tasks as assigned by management.

Qualifications

• Automotive service experience is a plus, but not required.
• Previous customer service, call center, BDC, receptionist, administrative, or dealership experience preferred.
• Strong verbal communication skills with professional phone etiquette.
• Excellent customer service, relationship-building, and conflict-resolution abilities.
• Ability to multitask and manage high call volumes in a fast-paced environment.
• Strong organizational skills with attention to detail, follow-through, and time management.
• Ability to prioritize tasks and adapt in a performance-driven environment.
• Ability to consistently achieve daily KPI’s, including appointment-setting, outbound call volume, customer contact, and productivity goals.
• Basic computer proficiency, including Microsoft Office and dealership software systems.
• Ability to quickly learn dealership processes, service procedures, and scheduling platforms.
• Positive, team-oriented, and customer-focused attitude.
• Self-motivated, dependable, and able to work independently with minimal supervision.
• Professional appearance and strong work ethic.
• Previous phone sales, appointment setting, or internet lead management experience is a plus.
• Bilingual communication skills are a plus.