Business Development Center / Mobile Coordinator

BDC Agent / Mobile Coordinator

Department: Service
Reports To: Service & Parts Director / Service Manager
Position Type: Full-Time

Position Summary

The BDC Agent / Mobile Coordinator is responsible for maintaining consistent communication with service customers, scheduling appointments, generating additional service business, and coordinating mobile service visits. This position serves as an important connection between the customer, the BDC, and the Service Department.

The primary goal of this position is to increase service appointments, improve customer communication, reduce missed opportunities, and provide an excellent customer experience.

Essential ResponsibilitiesCustomer Communication & BDC

• Answer incoming customer calls promptly and professionally.
• Make outbound calls to customers to schedule service appointments and follow up on missed opportunities.
• Respond to customer texts, emails, and other service inquiries in a timely manner.
• Follow up with customers who have declined recommended services or have not yet scheduled an appointment.
• Contact customers regarding maintenance, recalls, warranty concerns, and recommended services when appropriate.
• Assist customers with questions regarding service appointments, transportation options, and general service needs.
• Maintain professional and accurate customer notes in the dealership's systems.
• Follow dealership phone and customer communication standards.
• Work to answer incoming calls within 3 rings or less, unless actively assisting a customer.

Appointment Generation

• Schedule service appointments based on customer needs and technician/service department availability.
• Identify opportunities to recommend additional maintenance or services based on the customer's vehicle needs.
• Confirm upcoming appointments and reduce appointment no-shows.
• Follow up on missed or cancelled appointments to reschedule customers.
• Work daily appointment lists, missed calls, declined services, and other assigned follow-up opportunities.
• Meet or exceed established appointment-setting and follow-up goals.

Mobile Service Coordination

• Coordinate and schedule mobile service appointments.
• Communicate with customers regarding mobile service availability, scheduling, and expectations.
• Confirm customer address, vehicle information, requested services, and appointment details.
• Coordinate with mobile technicians to ensure appointments are properly scheduled and prepared.
• Monitor the mobile-service schedule throughout the day and communicate changes or delays to customers.
• Follow up with customers after mobile service visits when appropriate.
• Help identify opportunities to convert mobile-service customers into additional dealership service business.

Customer Updates

• Ensure customers receive regular updates regarding their vehicles.
• Utilize Xtime Route Sheet and other dealership tools to track and communicate customer updates.
• Customers should receive updates at least twice per day while their vehicle is being serviced, unless otherwise directed.
• Use phone calls and text messaging to keep customers informed.
• Coordinate with Service Advisors and technicians when additional information is needed before communicating with the customer.
• Help prevent customers from having to call the dealership simply to find out the status of their vehicle.

Teamwork & Service Department Support

• Work closely with Service Advisors, technicians, the Service Manager, and Parts Department.
• Communicate customer concerns and appointment information accurately.
• Assist Service Advisors with follow-up when needed.
• Help monitor unanswered calls, voicemails, internet leads, and other customer contacts.
• Bring customer concerns or unresolved issues to management promptly.
• Maintain a positive and professional attitude when dealing with customers and dealership employees.
• Assist with other service department duties as assigned.

Performance Expectations

The BDC Agent / Mobile Coordinator will be expected to consistently:

• Answer incoming calls promptly.
• Return missed calls and voicemails as quickly as possible.
• Generate and schedule service appointments.
• Maintain a strong outbound follow-up process.
• Keep customers updated throughout the repair process.
• Utilize Xtime and dealership systems accurately.
• Maintain accurate customer notes and appointment information.
• Meet established appointment, follow-up, and customer communication goals.
• Provide a professional customer experience on every interaction.
• Look for opportunities to increase customer-pay service business.

Qualifications

• Previous automotive dealership, BDC, customer service, or service department experience preferred.
• Strong verbal and written communication skills.
• Comfortable communicating with customers by phone, text, and email.
• Strong organizational and time-management skills.
• Ability to work in a fast-paced dealership environment.
• Ability to multitask and prioritize customer needs.
• Comfortable learning and using dealership software and computer systems.
• Professional telephone etiquette.
• Strong attention to detail.
• Ability to work independently while also being an effective team member.

Key Performance Indicators

Performance may be measured using:

• Number of appointments scheduled.
• Appointment show rate.
• Outbound calls completed.
• Missed calls and voicemail response time.
• Customer follow-up completion.
• Mobile service appointments scheduled and completed.
• Customer communication/update compliance.
• Customer satisfaction and OneCX results.
• Additional service opportunities generated.
• Overall contribution to Service Department customer-pay business.

Core Objective

The BDC Agent / Mobile Coordinator is responsible for making sure we do not lose service business because we failed to answer the phone, follow up with a customer, schedule an appointment, or communicate with a customer.

Every customer contact is an opportunity to take care of the customer, earn their business, and bring them back to the dealership.

Pay: $35,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $35,000 - $55,000