Automotive Service BDC

About the Role

The Service BDC Representative is responsible for handling inbound/outbound service calls, scheduling appointments, and delivering an exceptional guest experience that drives shop capacity and retention.

Key Responsibilities

·Answer inbound calls, texts, and emails; triage concerns and schedule service appointments

·Proactively place outbound calls/texts for declined work, maintenance due, recalls, and no-shows

·Verify customer/vehicle info, transportation needs (loaner, shuttle, Lyft), and advisor assignment

·Follow call guides and objection-handling scripts; convert price shoppers to appointments

·Send confirmations, reminders, and follow-ups; document all interactions in CRM/DMS

·Coordinate with Service Advisors/Loaner Team to balance capacity and meet daily targets

·Support CSI follow-ups and “close the loop” opportunities

·Meet/exceed KPIs: show rate, conversion rate, appointments set per day, response time, CSI

Qualifications

·1+ year call center, BDC, or dealership service experience preferred (automotive a plus)

·Strong phone etiquette, typing speed, and CRM/DMS proficiency (Tekion/CDK/MyKaarma helpful)

·Clear written/verbal communication; bilingual English/Spanish a plus

·Organized, coachable, and comfortable in a fast-paced, metrics-driven environment

·Flexible availability (early mornings, some Saturdays)

Schedule/Compensation

• Full-time; hourly from $18.00 (DOE) + performance incentives

• Benefits eligible per company policy

EEO

We are an equal opportunity employer.