BDC Service Representative - Allen Turner Automotive

Position Summary:

The BDC Service Representative is responsible for handling inbound and outbound communications with service customers to schedule appointments, confirm maintenance needs, and enhance the overall service experience. This role operates in a fast-paced, call center-style environment and utilizes phone calls, emails, and text messages to engage customers, follow up on service reminders, and support the dealership’s fixed operations goals. The ideal candidate is organized, friendly, and customer-service focused.

Key Responsibilities:

Respond promptly to inbound service calls, internet leads, and other inquiries from potential customers via phone calls, emails and/or texts

Make outbound contacts to schedule or confirm service appointments, follow up on declined work, and promote routine maintenance

Accurately input and update detailed customer information, appointments and interactions in the CRMCoordinate with the service department to ensure availability and timely scheduling

Explain basic service offerings and maintenance packages to customers

Use scripts and system tools to ensure consistent and professional communication

Monitor service appointment no-shows and follow up to reschedule as needed

Support dealership marketing efforts by contacting customers regarding recalls, service campaigns, and seasonal offers

Track daily productivity and meet or exceed individual daily, weekly, and monthly call and appointment-setting goals and team performance goals

Collaborate with service advisors and BDC management to improve communication and workflow

Participate in ongoing training and coaching sessions to improve phone skills and performance

Handle customer concerns or questions professionally, escalating when necessary

Maintain confidentiality of customer information and dealership records

Assist with other BDC or dealership tasks as needed to support business objectives

Perform other duties to support overall dealership success

Qualifications & Experience Previous experience in a BDC, call center, customer service, or phone-based sales role preferred

Excellent verbal and written communication skills across phone, email, and text

Self-motivated, goal-oriented, and persistent in follow-up Strong organizational and time management abilities

Comfortable with CRM systems, texting platforms, and basic office software

Professional, team-oriented attitude with a desire to grow Automotive experience is a plus, but not required

Must be able to pass pre-employment background check, Motor Vehicle Record (MVR) check, and drug screening

Work Conditions &

Physical Requirements Call center-style office environment within a dealership

Scheduled for 40 hours per week within standard business hours, with varied shifts and rotating Saturdays; occasional extended hours may be required

Primarily sedentary work with prolonged sitting and computer use Manual dexterity for data entry and office equipment

Occasionally required to lift or move office supplies or records weighing up to 25 lbs Technology & Tools Customer Relationship Management (CRM) system

Texting/email software integrated with dealership tools

Phone systems, headset, Microsoft Office Suite (Excel, Outlook, Word)
Compliance and Confidentiality Statement This role requires maintaining strict confidentiality when handling customer data, communications, and dealership records.
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