Service BDC Representative

Service BDC Representative

Great service starts before the customer ever arrives at the dealership!

Johnson Automotive is looking for Full-Time Service BDC Representatives to join our centralized Service Business Development Center, located within our corporate offices at Johnson Lexus of Raleigh on Capital Boulevard.

Our Service BDC Representatives are often the first point of contact for customers who need service, maintenance, or assistance with their vehicles. They manage a high volume of customer communications, schedule service appointments, maintain accurate customer information, and help create a smooth connection between our guests and dealership Service teams.

If you're a strong communicator who enjoys helping people, stays organized in a busy environment, and takes pride in providing exceptional customer service, we'd like to meet you.

As a Service BDC Representative, you'll support customers and dealership Service teams through inbound and outbound communication, appointment scheduling, follow-up, and accurate recordkeeping.

Responsibilities include:

• Respond to inbound telephone calls, emails, web inquiries, chat requests, and other customer communications regarding vehicle service and maintenance.
• Proactively contact customers regarding recommended maintenance, recall repairs, previously declined services, appointment confirmations, and follow-up needs.
• Schedule service appointments accurately and efficiently while gathering complete customer and vehicle information.
• Provide professional, courteous, and timely communication throughout every customer interaction.
• Answer customer questions and provide accurate information regarding available dealership services, maintenance needs, promotions, and service campaigns.
• Maintain accurate customer records, appointment information, notes, and communication history within dealership CRM and scheduling systems.
• Stay knowledgeable about dealership services, manufacturer maintenance recommendations, promotions, and current service campaigns.
• Coordinate with Service Advisors, managers, and dealership personnel to help provide a seamless customer experience.
• Remain engaged and available to respond to customer communications throughout scheduled working hours.
• Assist the team with workload coverage during vacations, absences, training, and periods of increased business demand.
• Participate in ongoing training and coaching to continue developing customer-service, communication, and automotive-service knowledge.
• Perform other duties as needed to support Service BDC operations.

The role includes both inbound customer assistance and proactive outbound communication—not simply answering phones—including maintenance, recall, declined-service, confirmation, and follow-up contacts.

Successful Service BDC Representatives combine great communication with organization, urgency, accuracy, and genuine customer care.

Qualified candidates should have:

• Excellent verbal and written communication skills.
• Exceptional customer-service and interpersonal skills with the ability to build rapport quickly.
• Strong organizational, time-management, and multitasking abilities.
• The ability to manage multiple customer interactions and competing priorities while maintaining accuracy and professionalism.
• A positive, professional, and solutions-oriented approach.
• Strong attention to detail and consistent follow-through.
• Comfort working on the phone and computer throughout the workday.
• Proficiency with computer systems and the ability to learn dealership CRM and service scheduling platforms.
• Basic Microsoft Office proficiency.
• The ability to work independently while contributing positively to a team environment.
• Dependability, reliable attendance, and the ability to adapt to changing priorities and business needs.

Automotive Service BDC, dealership, call center, appointment scheduling, or comparable customer-service experience is preferred. Experience with CDK and Xtime is a plus.

A successful Service BDC Representative understands that every call, message, and appointment is part of the customer's overall experience with Johnson Automotive.

Success in this role means:

• Providing prompt, professional, and friendly customer communication.
• Accurately scheduling service appointments and capturing complete customer and vehicle information.
• Maintaining accurate and timely customer records.
• Following through consistently on inbound and outbound customer needs.
• Managing a high volume of…