The Service BDC Representative is responsible for managing inbound and outbound customer communications to drive service appointments. This role serves as a key point of contact for prospective and existing customers, ensuring a high level of customer service while supporting dealership sales and service objectives.
 
 BDC Representatives respond to internet leads, phone inquiries, and customer follow-ups with the goal of setting qualified appointments and delivering a positive customer experience consistent with company standards.

Essential Duties and Responsibilities

• Respond promptly to inbound internet leads, emails, chat inquiries, and phone calls
• Make outbound calls to follow up on service reminders, and unsold prospects
• Schedule and confirm service appointments in accordance with dealership procedures
• Maintain consistent follow-up with customers via phone, text, and email
• Accurately document all customer interactions in the CRM system
• Meet or exceed daily, weekly, and monthly performance metrics (appointments set, show rate, conversion rate, etc.)
• Provide accurate information regarding vehicle inventory, pricing, and promotions
• Coordinate with service teams to ensure smooth customer handoff
• Maintain a professional, courteous, and customer-focused communication style at all times
• Follow all company policies, including attendance, timekeeping, and compliance standards

Qualifications

• Previous automotive BDC, call center, sales, or customer service experience preferred
• Strong communication skills (verbal and written)
• Ability to handle a high volume of calls and inquiries in a fast-paced environment
• Proficient in computer systems, CRM software, and Microsoft Office
• Strong organizational and follow-up skills
• Ability to work independently and as part of a team
• Bilingual (English/Spanish) is a plus