Mobile Service Coordinator​/Service Department BDC

Mobile Service Coordinator / Service BDC

Full-Time | Automotive Dealership

We are looking for an energetic, organized, and customer-focused Mobile Service Coordinator / Service BDC Representative to help grow our Mobile Service operation while supporting our Service Department's appointment and customer follow-up efforts.

This position is ideal for someone who enjoys working with customers, is comfortable on the phone, and can keep multiple appointments, technicians, and customer requests organized throughout the day.

The primary goal of this position is simple:
keep our Mobile Service technicians productive, increase service appointments, and provide customers with a convenient and professional service experience.

• Answer inbound service and Mobile Service calls
• Make outbound calls to generate service appointments
• Schedule and coordinate Mobile Service appointments
• Help customers determine whether their service needs can be completed through Mobile Service
• Review customer and vehicle information for applicable recalls and service opportunities
• Coordinate Mobile Service technician schedules and daily routes
• Confirm appointments with customers by phone, text, or email
• Make sure required parts and information are available before Mobile Service appointments
• Communicate with technicians, service advisors, parts personnel, and customers
• Reschedule and follow up on missed or cancelled appointments
• Contact customers with open recalls and encourage them to take advantage of Mobile Service
• Follow up with customers who have declined recommended service
• Contact overdue and inactive service customers
• Assist with dealership service campaigns and appointment-generating programs
• Maintain accurate customer notes and appointment information in the dealership CRM/DMS
• Follow up after Mobile Service visits to ensure customer satisfaction
• Identify opportunities to schedule the customer's next service visit
• Help continually grow awareness and utilization of the dealership's Mobile Service program

Depending on vehicle eligibility and repair requirements:

• Factory recalls
• Oil and filter changes
• Batteries
• Wiper blades
• Filters
• Multi-point inspections
• Software updates and certain programming
• Other light maintenance and eligible repairs that can be performed at the customer's home or office

• Excellent telephone and communication skills
• Friendly, professional personality
• Strong organizational and follow-up skills
• Comfortable making outbound customer calls
• Ability to manage multiple appointments and priorities
• Basic computer skills
• Customer service, BDC, call center, dealership, or automotive experience is preferred
• Automotive experience is helpful but not required
• Ability to learn dealership systems and manufacturer programs
• Dependable, motivated, and able to work as part of a team

The ideal candidate understands that this is more than an appointment-setting position. You will essentially help manage and grow our Mobile Service business
.

You should be comfortable talking to customers, filling available technician time, solving scheduling problems, and actively looking for opportunities to bring additional service business into the dealership.

Competitive hourly pay plus performance-based bonus opportunities.

Bonus opportunities may be based on:

• Mobile Service appointments scheduled
• Mobile Service appointments completed
• Service BDC appointments completed
• Recall appointments generated
• Customer retention and follow-up
• Monthly Mobile Service growth objectives

• Full-time position
• Paid time off
• Health benefits
• Employee discounts
• Paid training
• Advancement opportunities
• Stable, established automotive dealership environment

Mobile Service is becoming an increasingly important part of the automotive service experience. Customers appreciate the convenience of having maintenance and eligible repairs completed without having to visit the dealership.

We are looking for someone who can take ownership of the scheduling and customer communication side of the operation and help us make Mobile Service a major part of our Service Department.