Service BDC Representative

Position Summary:

The Service BDC (Business Development Center) Representative is responsible for managing communication between customers and the service department. This role involves handling inbound and outbound communications, scheduling appointments, managing service leads, maintaining customer records, and supporting the service team to ensure an exceptional customer experience.

Essential Duties and Responsibilities:

1. Customer Communication

• Answer inbound calls, emails, and messages professionally and promptly.
• Make outbound calls to schedule service appointments and follow up with customers.
• Inform customers about current service promotions, recalls, and maintenance reminders.
• Conduct post-service follow-ups to gather customer feedback and ensure satisfaction.

2. Appointment Scheduling

• Manage and optimize the service appointment calendar.
• Confirm appointment details with customers, including required documentation or preparations.
• Work closely with service advisors to coordinate customer drop-off and pick-up times.

3. Lead Management

• Respond to service inquiries and generate service leads through various channels.
• Track service appointment conversion rates and follow up on missed opportunities.
• Proactively contact customers regarding unsold service recommendations and open recalls.

4. Customer Relationship Management

• Accurately maintain customer profiles and records within the CRM system.
• Build positive relationships to promote customer loyalty and repeat business.
• Assist in resolving customer issues and escalate when necessary to ensure satisfaction.

5. Support Service Operations

• Communicate customer concerns and service needs to advisors and technicians.
• Assist in the creation and explanation of service quotes and estimates.
• Perform administrative duties such as updating service records, filing, and data entry.

Qualifications:

• High school diploma or equivalent required.
• Prior experience in customer service or call center environment preferred.
• Excellent verbal and written communication skills.
• Strong organizational and time management abilities.
• Proficient in Microsoft Office and CRM systems.
• Automotive dealership experience is a plus.