Customer Service Appointment Coordinator

We are looking for Customer Service Appointment Coordinators to join our team! This is a great career opportunity for applicants with automotive experience or any other customer service/telephone contact experience.

The Service Appointment Coordinator, also known as Service BDC plays a critical role in the success of the dealership’s service department by managing customer communication and driving service appointments. This role focuses on building customer relationships, handling inbound and outbound calls, scheduling appointments, and promoting service offerings. The Service BDC Rep acts as a liaison between customers and the service team, ensuring a seamless and professional experience.

We want to hire only the best, so you must pass a drug test and a background check.

Responsibilities

• Answer incoming service-related calls and respond to web inquiries.
• Make outbound calls to confirm upcoming appointments and follow up on declined services or due maintenance.
• Schedule service appointments accurately, based on Advisor availability and service bay capacity.
• Update and maintain customer records in the CRM or dealership management system (DMS).
• Maintain a positive and professional rapport with customers via phone, email, and text.
• Track and follow up on missed appointments, no-shows, and inactive customers.
• Communicate scheduled appointments and customer concerns to the service team.
• Generate reports on appointment conversion rates, call volumes, and follow-up results.
• Provide feedback on customer trends and concerns to the service manager.
• Attends all staff meetings, trainings, and educational classes as required
• Performs other duties as assigned

Qualifications

• High school diploma or equivalent (required); associate degree or higher (preferred).
• 1–2 years of customer service, call center, or dealership BDC experience (automotive service experience strongly preferred).
• Excellent verbal and written communication skills.
• Strong customer service orientation with a professional and friendly demeanor.
• Highly organized with attention to detail and ability to multitask.
• Proficient in Microsoft Office, CRM tools, and dealership systems (e.g., CDK, Reynolds & Reynolds, Xtime, or DealerSocket).
• Ability to work in a fast-paced, team-oriented environment.
• Must be friendly and upbeat, and like talking on the phone, helping people find answers to their questions.
• Excellent bi-lingual communication skills are a plus (writing and speaking)

• Dependable and compliant in following the assigned work schedule, which will include evening and Saturday hours.

• Health Insurance
• Dental Insurance
• Vision Insurance
• Sick Leave
• 401(k)
• Paid Time Off (PTO)
• Competitive Pay Plans
• Employee Discount purchase program
• Employee Assistance programs
• Employee Referral Program