Service BDC Representative

Location: Durham, NC
Company: Mark Jacobson Toyota
Department: Service
Reports To: Service BDC Manager

Position Summary

Mark Jacobson Toyota is seeking a motivated and customer-focused Service BDC (Business Development Center) Representative to join our growing team in Durham. The Service BDC Representative is responsible for managing inbound and outbound communications to drive service appointments, increase customer retention, and deliver an exceptional dealership experience in the service department.

This role is critical in maintaining strong relationships with our customers and supporting the success of our service department.

Key Responsibilities

• Respond promptly and professionally to inbound service calls, internet inquiries, and text messages

• Schedule service appointments efficiently and accurately

• Conduct outbound calls for:

  • Service reminders

  • Maintenance follow-ups

  • Recall notifications

  • Declined service follow-ups

  • Customer retention campaigns

• Confirm next-day service appointments

• Maintain accurate customer records in CRM and dealership software (Reynolds)

• Follow up with customers after service visits to ensure satisfaction

• Coordinate with Service Advisors and Managers to maximize shop capacity

• Meet or exceed daily, weekly, and monthly appointments, calls,  and other performance metrics

• Uphold dealership standards for professionalism and customer satisfaction

Qualifications

• Previous BDC, call center, or customer service experience preferred

• Automotive dealership experience is a plus

• Strong communication skills (phone, email, and text)

• Positive attitude and team-oriented mindset

• Strong organizational and time-management skills

• Comfortable working in a fast-paced, performance-driven environment

• Proficient with CRM systems and basic computer applications

Performance Expectations

• Appointment set rate

• Appointment show rate

• Outbound call volume

• Customer satisfaction follow-up completion

• Contribution to overall service department growth

Compensation & Benefits

• Competitive hourly pay performance bonuses

• Health, dental, and vision insurance

• Paid time off starting on day 1

• 401(k) with company match

• Employee vehicle purchase and service discounts; Lease stipend program

• Opportunities for advancement within the dealership

Mark Jacobson Toyota provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Mark Jacobson Toyota is an E-Verify employer.