Service BDC

Helena Motors
Department: Service
Reports to: Service Manager

Position Summary

The Service Business Development Center (BDC) Representative connects customers with our service department by scheduling appointments, answering questions, and following up on maintenance and repair needs. This position helps keep the service schedule productive while providing a friendly, organized, and convenient customer experience.

Essential Duties and Responsibilities

• Answer incoming service calls, emails, texts, and online appointment requests promptly and professionally.
• Schedule, confirm, and reschedule service appointments based on customer needs, appointment guidelines, and shop availability.
• Make outbound calls for routine maintenance reminders, missed appointments, declined services, and customer follow-up.
• Record customer concerns and requested services accurately so service advisors can prepare for each visit.
• Verify and update customer contact information and vehicle details in dealership systems.
• Provide general information about service hours, location, current offers, and appointment procedures.
• Coordinate with service advisors regarding customer questions, scheduling needs, transportation requests, and concerns requiring additional assistance.
• Assist with recall appointment outreach and coordinate with the service and parts teams to confirm readiness before scheduling.
• Follow up after service visits to gather feedback and refer unresolved concerns to the appropriate manager.
• Maintain accurate records of customer communications, appointments, and follow-up activities.
• Work toward established goals for response times, appointment scheduling, customer contact, and customer satisfaction.
• Protect customer information and follow dealership policies for calls, texts, emails, and recordkeeping.
• Support the service team with related administrative duties as assigned.

Qualifications

• Customer service, call center, appointment scheduling, or dealership experience preferred.
• Strong telephone etiquette and clear verbal and written communication skills.
• Comfortable making outbound calls and managing a high volume of customer interactions.
• Strong attention to detail, organization, and follow-through.
• Ability to use multiple computer programs and learn dealership scheduling, CRM, and management systems.
• Ability to remain professional and helpful when assisting frustrated customers.
• Dependable attendance and the ability to work independently and as part of a team.
• Automotive service knowledge is helpful; willingness to learn is essential.

Work Environment and Physical Requirements

Work is primarily performed in an office or dealership setting with frequent telephone and computer use. Duties involve extended periods of sitting or standing at a workstation, typing, and communicating with customers and coworkers. Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of the position.

Schedule

Schedule is based on dealership operating hours and may include evenings or Saturdays.