What are the responsibilities and job description for the Service BDC Representative position at Ford of Murfreesboro?
We are looking for a motivated, customer focused Service BDC Representative to join our dealership's Business Development Center. This position plays a key role in supporting our service department by managing inbound and outbound communication, scheduling appointments, and delivering exceptional customer experience from the very first interaction.
Position Overview
The Service BDC Representative is responsible for handling all income service calls, making outbound follow-up calls, managing appointment scheduling, and supporting our service team with accurate customer information. The ideal candidate is organized, upbeat, professional on the phone, and comfortable working in a fast-paced environment where attention to detail truly matters.
Key Responsibilities
Position Overview
The Service BDC Representative is responsible for handling all income service calls, making outbound follow-up calls, managing appointment scheduling, and supporting our service team with accurate customer information. The ideal candidate is organized, upbeat, professional on the phone, and comfortable working in a fast-paced environment where attention to detail truly matters.
Key Responsibilities
- Answer inbound calls promptly and professionally for service inquires, maintenance needs, recall questions, and general service department support.
- Schedule service appointments, manage the service calendar, and ensure accurate customer information is entered in the CRM.
- Make outbound calls for appointment reminders, declined services, maintenance follow-ups, CSI outreach, and manufacturer recall campaigns.
- Maintain clear communication with service advisors and the service manager regarding customer needs and scheduling capacity.
- Ensure high customer satisfaction through courteous, consistent communication and timely follow-up.
- Log all customer interactions accurately and consistently in the CRM system.
- Meet daily, weekly, and monthly contact/appointment goals set by management.
- Support ongoing customer-retention efforts by delivering a positive, helpful experience every time.
- Previous BDC, call center, or customer service experience preferred. (Automotive experience is a plus but not required)
- Strong written and verbal communication.
- Ability to multitask, prioritize, and stay organized in a busy environment.
- Comfortable using CRM tools, dealership scheduling systems, and basic computer applications.
- Professional, friendly phone presence, and customer-first mindset.
- Reliable attendance and consistent work ethic.
- Competitive hourly pay
- Performance based bonuses
- Health, dental. and vision benefits options
- Paid time off
- Opportunities for advancement within the dealership
- Full-time position
- Typically includes some Saturdays
- Consistent weekly hours with a set schedule