Service Department Business Development Coordinator

Position Summary

The Service BDC Representative is responsible for managing inbound and outbound customer communication for the service department. This role focuses on answering incoming calls, scheduling service appointments, following up on previously deferred services, and contacting customers regarding open recalls. The Service BDC Rep plays a critical role in driving service retention, increasing repair order volume, and delivering a positive customer experience.

Key Responsibilities

Inbound Communication

• Answer incoming service calls promptly and professionally


• Schedule service appointments accurately based on advisor availability and customer needs


• Provide basic service information (hours, pricing ranges, maintenance intervals, recall awareness)


• Route calls appropriately when escalation or advisor involvement is required

Outbound Communication

• Make outbound calls to customers for:




• Previously deferred services


• Open safety and manufacturer recalls


• Missed or overdue maintenance




• Confirm upcoming service appointments


• Follow up with no-shows and reschedule when appropriate

Appointment & CRM Management

• Accurately log all customer interactions in the CRM and/or DMS


• Ensure appointments are scheduled correctly and include clear notes for service advisors


• Maintain clean customer records and communication history

Customer Experience

• Represent the dealership in a friendly, professional, and brand-consistent manner


• Build rapport with customers and create trust over the phone


• Handle objections and concerns calmly and confidently


• Maintain high standards for call quality and follow-up consistency

Performance Expectations / KPIs

• Appointment set rate


• Show rate for scheduled appointments


• Outbound call activity and contact rate


• Service revenue generated from BDC appointments


• Customer satisfaction scores (where applicable)

Required Skills & Qualifications

• Strong verbal communication skills


• Professional phone etiquette


• Ability to multitask in a fast-paced environment


• Comfortable with outbound calling


• Basic computer proficiency (CRM, DMS, scheduling tools)


• Strong organizational and follow-up skills


• Customer-first mindset


• Valid driver’s license and clean driving record


• Must be willing to complete a background check and potential drug test

Preferred Qualifications

• Previous dealership service or BDC experience


• Experience with automotive CRM/DMS systems


• Knowledge of basic automotive maintenance and recall processes


• Sales or call center experience