Position Overview
The Service BDC plays a critical role in managing inbound and outbound communication with service customers. This position is responsible for handling incoming calls, setting appointments, performing follow-up activities, and supporting CSI (Customer Satisfaction Index) efforts to ensure every customer receives a five-star experience.
If you are organized, customer-focused, and thrive in a fast-paced environment, we want to hear from you!
Key Responsibilities
- Answer all incoming service calls promptly and professionally
- Schedule and confirm service appointments
- Perform outbound calls for appointment reminders, follow-ups, and declined service opportunities
- Conduct CSI follow-up calls and address customer concerns
- Re-engage inactive customers and support retention efforts
- Maintain accurate customer records in CRM
- Coordinate with Service Advisors and Service Manager to ensure smooth workflow
- Meet or exceed daily, weekly, and monthly performance goals
Qualifications
- Previous BDC, call center, or automotive service experience preferred
- Strong phone presence and communication skills
- Customer-service oriented with a positive attitude
- Comfortable with outbound calling and follow-up
- Ability to multitask in a fast-paced environment
- Basic computer and CRM proficiency
- Strong organizational skills and attention to detail