Call Center Representative

Service Call Center Representative - Business Development Center (BDC)

The Call Center Representative is responsible for providing exceptional customer service by handling inbound and outbound communications, scheduling service appointments, and supporting customers throughout their service experience. This role serves as a key point of contact between customers and the dealership, helping ensure a positive customer experience while contributing to departmental goals.

The Call Center Representative works closely with Service Advisors, Service Managers, and other dealership personnel to support customer satisfaction, appointment retention, and efficient service operations. This position is ideal for an individual with strong communication skills, excellent customer service abilities, and a commitment to delivering a high-quality customer experience.

Full-Time – 40 Hours Per Week

• Five days per week
• Monday through Friday (rotating shifts):
  • 7:00 AM – 4:00 PM
  • 8:00 AM – 5:00 PM
  • 9:00 AM – 6:00 PM
• Every other Saturday:
  • 8:00 AM – 3:00 PM
  • When a Saturday is worked, a scheduled weekday off will be provided.

• Answer inbound calls promptly and professionally.
• Make outbound calls to schedule, confirm, and follow up on service appointments.
• Provide accurate information regarding service offerings, maintenance schedules, and dealership procedures.
• Respond to customer inquiries with professionalism, empathy, and urgency.
• Maintain a positive and customer-focused attitude during all customer interactions.
• Escalate customer concerns to management or appropriate dealership personnel when necessary.

• Schedule service appointments efficiently and accurately.
• Confirm upcoming appointments and conduct follow-up communications with customers.
• Assist with appointment reminders, missed appointment outreach, and customer retention initiatives.
• Ensure customer information and appointment details are accurately documented in CRM and dealership systems.
• Coordinate with Service Advisors and Service Managers to support scheduling needs and service capacity.

• Maintain productivity and quality standards established by the dealership.
• Follow dealership policies, procedures, and customer service guidelines.
• Monitor personal performance goals related to appointment setting, call handling, and customer satisfaction.
• Participate in training and development activities to improve job performance and customer service skills.
• Support team objectives and contribute to a positive work environment.

• Accurately document customer interactions, appointment details, and follow-up activities.
• Maintain confidentiality of customer information.
• Assist with special projects and additional duties as assigned.
• Keep work areas organized and maintain professionalism in all communications.

• High school diploma or equivalent required.
• Previous customer service, call center, receptionist, BDC, or automotive dealership experience strongly preferred.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to handle multiple tasks in a fast-paced environment.
• Strong organizational and time-management skills.
• Basic computer proficiency, including CRM systems, scheduling software, and Microsoft Office applications.
• Professional, dependable, and customer-focused attitude.
• Ability to work independently and as part of a team.
• Ability to pass a pre-employment drug screen and background check.

A successful Call Center Representative will:

• Consistently provide exceptional customer service.
• Meet or exceed appointment scheduling and customer satisfaction goals.
• Maintain accurate customer records and appointment information.
• Handle customer inquiries professionally and efficiently.
• Contribute to customer retention efforts through proactive communication and follow-up.
• Support a positive, productive, and customer-focused team environment.
• Maintain professionalism and reliability in attendance, punctuality, and performance.

• Health and dental insurance
• Supp…