What are the responsibilities and job description for the Service Business Development Center Representative position at Tom Masano Auto Group?
Service BDC Representative — Tom Masano Auto Group
BMW of Reading | Tom Masano Ford-Lincoln | Tom Masano Mercedes-Benz | Masano Auto Park
Location: Reading, PA
About Us
Tom Masano Auto Group is a four-rooftop dealership group serving the Reading, PA area, representing Mercedes-Benz, Ford-Lincoln, BMW, and our multi-brand Auto Park location. Our in-house Business Development Center (BDC) is the first point of contact for customers scheduling service — and a critical part of how we deliver a great ownership experience across all four brands.
The Role
We're looking for a Service BDC Representative to join our team. In this role, you'll be the friendly, efficient voice of our service departments — handling inbound calls and making outbound calls to schedule service appointments for customers across our Mercedes-Benz, Ford-Lincoln, BMW, and Auto Park locations. This is a high-volume, phone-first role where clear communication, organization, and a customer-first attitude make all the difference.
What You'll Do
- Answer inbound calls from customers looking to schedule service appointments
- Make outbound calls for appointment reminders, follow-ups, declined service offers, and recall/campaign outreach
- Accurately schedule appointments across multiple dealership service departments and systems
- Ask the right questions to route customers to the correct service advisor or department
- Maintain detailed, accurate notes and appointment records
- Follow up on missed or unconfirmed appointments to reduce no-shows
- Represent the Tom Masano Auto Group brand professionally and courteously on every call
- Meet daily/weekly call volume and appointment-setting goals
What We're Looking For
- Strong phone skills are a must — clear, confident, friendly communication is essential
- Comfortable in a fast-paced, multi-line call environment
- Excellent listening and organizational skills; comfortable multitasking between calls and scheduling systems
- Reliable, punctual, and team-oriented
- Basic computer proficiency (scheduling software, CRM, or DMS experience helpful)
- Prior BDC, call center, or automotive service experience is a plus, but not required — we'll train the right person
- High school diploma or equivalent
Why Join Us
- Established, respected four-rooftop dealership group in the Reading, PA market
- Supportive team environment with clear training and growth path
- Competitive hourly pay plus performance incentives
- Full-time schedule with benefits
Tom Masano Auto Group is an equal opportunity employer.
Pay: $35,000.00 - $60,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Opportunities for advancement
- Paid training
- Vision insurance
Work Location: In person
Salary : $35,000 - $60,000