Service BDC Agent

Service BDC Agent

Core Responsibilities

Responsibilities described in this section are fundamental to success in this position.

• Handle inbound and outbound calls related to service appointments and customer inquiries in a prompt and professional manner.
• Schedule, confirm, and reschedule service appointments accurately using the dealership management system or CRM.
• Conduct outbound follow-up calls for missed appointments, service reminders, and customer satisfaction follow-up.
• Provide excellent customer service on every interaction, representing the dealership in a friendly and professional manner.
• Document all customer interactions and update customer information in the CRM system accurately.
• Work closely with Service Advisors and Service Managers to ensure appointment flow is managed efficiently.
• Notify management of any customers who may be dissatisfied and assist in resolving concerns promptly.
• Perform administrative duties as needed in support of the BDC or Service Department.

Minimum Qualifications

The requirements listed below are the minimum degrees, certifications, knowledge, skill, and/or ability required of this position.

• High School Diploma or GED equivalent.
• Previous experience in customer service is required; call center or BDC experience is preferred but not required.
• Motivated candidates without BDC experience will be considered - full training is provided for those with a strong customer service background.

Knowledge, Skills, and Abilities

The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Strong verbal and written communication skills; professional phone etiquette and a commitment to customer satisfaction.
• Basic computer and phone proficiency; ability to navigate CRM or scheduling software with training.
• Ability to multitask and manage a high volume of calls in a fast-paced environment.
• Strong organizational and time management skills; ability to meet daily, weekly, and monthly goals for calls and appointments.
• Positive attitude and professional demeanor, including when handling challenging customer interactions.
• Demonstrates dependability through consistent attendance and adherence to schedule.
• Goal-oriented and self-motivated; able to work independently and as part of a team.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear.
• The physical demands of the job include the use of hands and fingers, reaching, bending, and sitting for extended periods of time.
• Specific vision abilities required by this job include close vision and distance vision.
• Must be able to pass a drug/alcohol urinalysis.

Working Conditions

The work environment characteristics described here are representative of those one may encounter while performing the essential functions of this job.

• The noise level in the work environment is usually moderate.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Travel Requirements

The travel requirements described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee may be required to travel within or outside the area. Travel for this position is infrequent.