What are the responsibilities and job description for the BDC Representative - Bilingual position at Ilderton Dodge Chrysler Jeep RAM?
Overview: The Service Department BDC (Business Development Center) Representative plays a key role in delivering exceptional customer service and maintaining efficient communication between customers and the service team. This role is responsible for answering inbound/outbound calls, scheduling service appointments, following up on repair statuses, and assisting Spanish- and English-speaking customers. The ideal candidate is friendly, organized, customer-focused, and able to multitask in a fast-paced dealership environment.
Responsibilities:
- Answer inbound service calls and schedule appointments in the dealership system
- Place outbound calls for service reminders, declined services, follow-ups, and CSI campaigns
- Professionally greet and assist Spanish- and English-speaking customers with service inquiries
- Provide status updates on vehicle repairs and estimated completion times
- Verify customer information and vehicle details, and document conversations in CRM/DMS
- Explain maintenance and repair needs with accuracy and clarity
- Assist in coordinating loaner vehicles or transportation needs when applicable
- Support service advisors, technicians, and management with communication tasks
- Handle customer escalations with professionalism and route to appropriate leader when needed
- Maintain a positive, helpful, and customer-focused attitude at all times
- Meet performance goals including call volume, appointment conversions, and CSI targets
Qualifications:
- Bilingual (Spanish & English fluency required) — verbal and written
- High school diploma or equivalent
- Previous customer service, call center, or automotive experience preferred
- Strong communication and active listening skills
- Ability to type and navigate multiple systems quickly and accurately
- Strong attention to detail and ability to multitask
- Professional and friendly phone presence
- Team-oriented with a positive attitude
Ilderton Dodge Chrysler Jeep RAM is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, genetic information, protected veteran status, or any other characteristic protected by law.