What are the responsibilities and job description for the Service Business Development Manager position at Riley Ford Inc?
Job Title: Service BDC Representative
Department: Service
Reports To: Service Manager
Position Summary: The Service BDC Representative is responsible for managing inbound and outbound customer communications related to service appointments. This role serves as the first point of contact for service customers, focusing on scheduling, follow-up, retention, and delivering an exceptional customer experience. The ideal candidate is organized, personable, and comfortable handling a high volume of calls, texts, and emails.
Key Responsibilities
- Handle inbound and outbound phone calls, texts, and emails related to service inquiries
- Schedule and confirm service appointments accurately and efficiently
- Follow up with past-due, declined, and missed service customers
- Confirm next-day and same-day service appointments
- Educate customers on service offerings, maintenance schedules, and specials
• Update and maintain accurate customer records in CRM and DMS systems • Coordinate with service advisors and management to ensure smooth appointment flow
- Monitor customer satisfaction and assist with service retention efforts
- Meet or exceed individual and team performance goals Required Skills & Qualifications
- Strong phone presence with clear, professional communication skills
- Excellent listening and problem-solving abilities
- Ability to multitask in a fast-paced environment
- Basic computer skills; experience with CRM/DMS systems a plus
- Team-oriented with a positive attitude and strong work ethic Compensation & Benefits
- Hourly pay plus performance bonuses
- Health insurance
- Retirement plans
- Paid time off
- Employee discounts