Service Business Development Center; BDC Representative

Bellingham Ford Service BDC Representative

Bellingham Ford is seeking a professional, organized and customer-focused Service BDC Representative to join our service team. The Service BDC Representative is responsible for handling inbound and outbound customer communications related to vehicle service appointments, maintenance reminders, follow-up calls, and overall customer satisfaction.

This role serves as a critical connection between our customers and service department by delivering excellent communication, accurate scheduling, and a positive customer experience from the first point on contact.

• Monday through Friday
• Full-time position
• 8:00-4:30 with a 30 minute lunch

• Answer incoming phone calls promptly and professionally
• Schedule customer service appointments accurately and efficiently
• Make outbound calls for:
• Service reminders
• Appointment confirmations
• Missed appointment follow-ups
• Declined service follow ups
• Customer satisfaction follow-up calls
• Communicate effectively with service advisors and management regarding appointment availability and shop capacity
• Maintain accurate customer information and appointment records within dealership software systems
• Respond to customer inquiries via phone, text, and email in a timely manner
• Help manage and maintain the daily service appointment schedule
• Assist in reducing no-shows and improving service retention
• Provide customers with a friendly, professional, and welcoming experience
• Escalate customer concerns appropriately when necessary
• Support dealership goals for customer satisfaction and retention

• Strong communication and interpersonal skills
• Professional phone etiquette
• Strong organizational and multitasking abilities
• Ability to work in a fast-paced environment
• Basic computer proficiency and ability to learn dealership software systems
• Positive attitude and team-oriented mindset
• Previous customer service, call center, or automotive experience preferred but not required

• Employees are expected to arrive on time and ready to work at the start of their scheduled shift
• Maintain professionalism in all customer and employee interactions
• Represent Bellingham Ford in a positive and customer-focused manner
• Maintain confidentiality of customer and dealership information
• Work cooperatively with service advisors, technicians, dispatchers, and management

• Medical, dental, and vision insurance
• Paid time off
• 401(k)
• Employee discounts
• Opportunities for advancement and continued development

• Hourly pay depending on experience
• Potential bonus or performance incentives based on appointment setting and customer retention metrics