What are the responsibilities and job description for the Ford Service BDC position at Helena Motors Group?
Ford of Helena is looking to expand it's Service BDC department. The Service BDC Representative is responsible for handling all inbound and outbound communication for the service department to ensure an exceptional customer experience. This role focuses on scheduling service appointments, answering customer inquiries, following up on recommended maintenance, and helping drive traffic to the service department. Strong communication, organizational skills, and attention to detail are essential.
Key Responsibilities
- Handle all incoming service calls promptly and professionally.
- Schedule and confirm customer service appointments using the dealership’s CRM/DMS systems.
- Make outbound calls to follow up on declined services, missed appointments, and recommended maintenance.
- Maintain accurate customer records and appointment notes.
- Respond to online service inquiries and follow up with leads in a timely manner.
- Communicate clearly with service advisors and management regarding scheduling and customer needs.
- Achieve productivity and appointment-setting goals as assigned.
- Assist with CSI (Customer Satisfaction Index) follow-up to ensure a positive customer experience.
- Perform other administrative or support duties as assigned.
Qualifications
- High school diploma or equivalent required.
- Previous call center, customer service, or dealership experience preferred.
- Excellent verbal and written communication skills.
- Proficient in Microsoft Office and ability to learn dealership CRM and scheduling software.
- Organized with a strong attention to detail.
- Ability to multitask in a fast-paced environment.
- Friendly, professional demeanor and strong customer service mindset.
Work Schedule
Monday through Friday, with
Saturdays as needed. This position is based on-site at Ford of Helena.