Job Description
Job Description
The Service BDC Representative is responsible for handling all inbound and outbound service-related calls, scheduling service appointments, following up on declined services, and delivering an excellent customer experience. This role plays a key part in driving traffic to the service department and supporting the dealership’s retention goals.
Key Responsibilities:
- Answer all inbound service calls promptly and professionally
- Schedule and confirm service appointments using the DMS Tekion
- Make outbound calls to follow up on past due maintenance, declined services, open recalls, or missed appointments
- Respond to service appointment requests from web forms, email, and text platforms
- Communicate with customers regarding appointment logistics (drop-off time, shuttle needs, wait time)
- Work closely with service advisors and technicians to coordinate accurate scheduling
- Update and maintain customer records and contact logs
- Monitor and respond to text messages and other digital communication tools
- Assist with service satisfaction follow-ups and CSI campaigns
- Meet or exceed daily, weekly, and monthly performance targets for calls, appointments, and show rate