About this role
Service BDC Agent
Position Summary
The Service BDC Agent is responsible for supporting the Service Department by communicating with customers, scheduling service appointments, following up on service opportunities, and helping drive customer retention and service-lane traffic.
This position requires strong communication skills, a positive attitude, attention to detail, and the ability to manage a high volume of phone calls, text messages, emails, and customer follow-up. The ideal candidate is customer-focused, organized, motivated by results, and comfortable working in a fast-paced automotive dealership environment.
Essential Duties & Responsibilities
- Handle inbound service calls and assist customers with scheduling service appointments.
- Make outbound calls to customers regarding maintenance needs, declined services, missed appointments, recalls, and other service opportunities.
- Respond promptly and professionally to customer inquiries received by phone, text, email, and other digital channels.
- Schedule appointments accurately based on customer needs and Service Department availability.
- Confirm upcoming service appointments and communicate relevant appointment information to customers.
- Follow up with customers who missed or canceled appointments and work to reschedule them.
- Contact customers with previously declined or recommended services to assist with scheduling their return visit.
- Assist with customer retention campaigns and other Service Department marketing initiatives.
- Maintain accurate customer information and detailed notes within dealership systems.
- Monitor assigned leads and follow-up opportunities to ensure customers receive timely communication.
- Communicate effectively with Service Advisors, Service Management, and other dealership departments.
- Help identify customer concerns and escalate issues to management when appropriate.
- Provide a professional, friendly, and consistent customer experience during every interaction.
- Meet or exceed department goals for outbound calls, appointments scheduled, appointment confirmations, show rates, and other assigned performance metrics.
- Participate in ongoing training and coaching.
- Perform additional duties as assigned by Service Management.
Qualifications
- Excellent verbal and written communication skills.
- Strong customer-service and telephone skills.
- Ability to communicate professionally with customers in both positive and difficult situations.
- Strong organizational and time-management skills.
- Ability to multitask and prioritize responsibilities in a high-volume environment.
- Comfortable making a significant number of outbound customer calls each day.
- Basic computer skills and ability to learn dealership software and CRM systems.
- Dependable attendance and punctuality.
- Positive attitude and willingness to work as part of a team.
- Automotive dealership, call center, BDC, or customer-service experience preferred but not required.
- Bilingual English/Spanish is a plus.
Performance Expectations
Success in this position will be measured through a combination of customer experience and operational results, including:
- Appointment-setting performance
- Appointment show rate
- Outbound call and customer-contact activity
- Response time to inbound opportunities
- Follow-up completion
- Customer retention
- Accuracy of appointment and customer information
- Professional communication and customer satisfaction
- Achievement of individual and department goals
Skills & Competencies
- Customer-focused
- Professional communication
- Results-oriented
- Organized and detail-oriented
- Strong follow-up habits
- Teamwork
- Problem solving
- Adaptability
- Accountability
- Ability to perform in a fast-paced environment
Schedule
This is a full-time position. The schedule may include evenings and Saturdays based on Service Department operating hours and business needs.
Equal Opportunity Employer
We are an Equal Opportunity Employer and maintain a workplace where employment decisions are based on qualifications, performance, and business needs without regard to legally protected characteristics.