About this role
About the position
The Service BDC Representative at BMW of Brooklyn is responsible for proactively reaching out to service customers to set appointments and fill the service schedule. This position focuses on customer engagement, ensuring high-quality service consultations, and achieving productive-based commissions.
Customer Communication
- Answer inbound service calls and online inquiries promptly and professionally
- Schedule and confirm service appointments
- Respond to customer emails, text messages, and website leads
- Provide basic information about maintenance services, recalls, and service offerings
Appointment Management
- Coordinate appointment availability with service manager and shop capacity
- Confirm upcoming appointments and manage rescheduling requests
- Ensure accurate documentation of customer concerns and vehicle information
Outbound Follow-Up
- Conduct outbound calls for:
Service reminders
- Declined service follow-up
- Maintenance due reminders
- Customer satisfaction follow-ups
- Re-engage inactive service customers
CRM & Data Management
- Maintain accurate records in the dealership CRM system
- Track appointment activity, call outcomes, and follow-up tasks
- Monitor missed calls and ensure timely follow-up
Customer Experience
- Deliver a premium customer experience consistent with BMW brand standards
- Act as the first point of contact for many service customers
- Assist in resolving customer questions before arrival at the dealership
Qualifications
- Previous BDC, call center, or customer service experience preferred
- Automotive dealership experience is a plus
- Strong phone and communication skills
- Ability to multitask in a fast-paced environment
- Basic computer and CRM proficiency
- Professional demeanor and positive attitude
Preferred Experience
- Experience with dealership CRM systems such as:
Xtime
- TSD
- MyKaarma
- DealerTrack
- Knowledge of automotive maintenance services
BDC Representatives are typically measured on:
- Appointment set rate
- Show rate
- Call handling quality
- Lead response time
Compensation & Benefits
- Competitive hourly pay + performance bonuses
- Health, dental, and vision benefits
- Paid time off
- Opportunities for career growth within the dealership