What are the responsibilities and job description for the BDC Service Agent position at PIERCE MOTOR HOLDINGS LLC?
The Service Call Center Representative (Business Development Center/BDC Agent) is the first point of contact for dealership customers requiring vehicle maintenance or repairs. This role focuses on answering inbound calls, making outbound follow-ups, diagnosing customer scheduling needs, and boking service appointments to maximize shop capacity and dealership revenue.
Requirements:Handle Inbound Calls: Answer high-volume customer inquiries regarding vehicle service, recalls, and basic maintenance pricing.
Schedule appointments: Utilize dealership management software to book accurate service appointments based on shop capacity and technician availability.
Conduct Outbound Campaigns: Contact existing customers for overdue maintenance reminders, safety recalls, and declined service follow-ups.
Gather Vehicle Data: Document accurate vehicle identification numbers (VIN), mileage, and specific customer concerns within the CRM system.
Coordinate with Advisors: Route complex technical questions, parts, inquiries, or urgent repair requests to Service Advisors or Parts Managers.
Meet Performance Metrics: Achieve daily targets for call volume, appointment booking rates, and customer satisfaction (CSI) scores.
Other requirements/Additional notes:
Cover cashier duties when necessary
Cover Loan Car Desk when necessary
Other duties as assigned