Experienced Automotive Service BDC Representative

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