BDC Service Representative - Allen Turner Automotive

Position Summary:
The BDC Service Representative is responsible for handling inbound and outbound communications with service customers to schedule appointments, confirm maintenance needs, and enhance the overall service experience. This role operates in a fast-paced, call center-style environment and utilizes phone calls, emails, and text messages to engage customers, follow up on service reminders, and support the dealership’s fixed operations goals. The ideal candidate is organized, friendly, and customer-service focused.

Key Responsibilities:

• Respond promptly to inbound service calls, internet leads, and other inquiries from potential customers via phone calls, emails and/or texts
• Make outbound contacts to schedule or confirm service appointments, follow up on declined work, and promote routine maintenance
• Accurately input and update detailed customer information, appointments and interactions in the CRM
• Coordinate with the service department to ensure availability and timely scheduling
• Explain basic service offerings and maintenance packages to customers
• Use scripts and system tools to ensure consistent and professional communication
• Monitor service appointment no-shows and follow up to reschedule as needed
• Support dealership marketing efforts by contacting customers regarding recalls, service campaigns, and seasonal offers
• Track daily productivity and meet or exceed individual daily, weekly, and monthly call and appointment-setting goals and team performance goals
• Collaborate with service advisors and BDC management to improve communication and workflow
• Participate in ongoing training and coaching sessions to improve phone skills and performance
• Handle customer concerns or questions professionally, escalating when necessary
• Maintain confidentiality of customer information and dealership records
• Assist with other BDC or dealership tasks as needed to support business objectives
• Perform other duties to support overall dealership success  

Qualifications & Experience

• Previous experience in a BDC, call center, customer service, or phone-based sales role preferred
• Excellent verbal and written communication skills across phone, email, and text
• Self-motivated, goal-oriented, and persistent in follow-up
• Strong organizational and time management abilities
• Comfortable with CRM systems, texting platforms, and basic office software
• Professional, team-oriented attitude with a desire to grow
• Automotive experience is a plus, but not required
• Must be able to pass pre-employment background check, Motor Vehicle Record (MVR) check, and drug screening

Work Conditions & Physical Requirements

• Call center-style office environment within a dealership
• Scheduled for 40 hours per week within standard business hours, with varied shifts and rotating Saturdays; occasional extended hours may be required
• Primarily sedentary work with prolonged sitting and computer use
• Manual dexterity for data entry and office equipment
• Occasionally required to lift or move office supplies or records weighing up to 25 lbs

Technology & Tools

• Customer Relationship Management (CRM) system
• Texting/email software integrated with dealership tools
• Phone systems, headset, Microsoft Office Suite (Excel, Outlook, Word)

Compliance and Confidentiality Statement

• This role requires maintaining strict confidentiality when handling customer data, communications, and dealership records.