BDC Service Representative

Service BDC Representative

Ocean Mazda Doral
Location: Doral, FL
Department: Service BDC
Employment Type: Full-Time
Starting Pay: $16.00 per hour

Ocean Mazda Doral is seeking an energetic, professional, and customer-focused Service BDC Representative to join our team.

The Service BDC Representative is responsible for communicating with customers by phone, text, email, and other approved communication channels to schedule service appointments, respond to customer inquiries, conduct follow-up, and help maintain strong relationships with our customers.

This position is ideal for someone who enjoys speaking with people, is comfortable on the phone, has strong follow-up skills, and thrives in a fast-paced, goal-oriented environment.

• Answer inbound Service Department calls promptly and professionally.

• Assist customers with scheduling, rescheduling, and confirming service appointments.

• Make outbound calls to customers regarding service needs and appointment opportunities.

• Follow up with customers regarding recommended or previously declined services.

• Contact customers regarding manufacturer-recommended maintenance and other service opportunities.

• Conduct appointment confirmation and reminder calls, texts, or emails.

• Respond promptly to customer inquiries received through phone, internet, text, email, and other approved channels.

• Accurately enter and maintain customer information and appointment details in dealership systems.

• Review customer information and service history when appropriate to assist with scheduling.

• Maintain an organized schedule and assist with maximizing available Service Department appointment opportunities.

• Communicate appointment information and customer concerns accurately to Service Advisors and Service Management.

• Follow established scripts, processes, and customer-contact standards.

• Maintain assigned daily call, follow-up, and appointment activities.

• Follow up on missed or canceled appointments and work to reschedule customers.

• Assist with customer retention and reactivation efforts.

• Maintain accurate notes regarding customer conversations and follow-up activity.

• Escalate customer complaints or sensitive concerns to management when appropriate.

• Work closely with Service Advisors, Service Management, and other BDC team members.

• Participate in department meetings, training, coaching, and performance reviews.

• Maintain professional and courteous communication with every customer.

• Protect confidential customer and company information.

• Follow all company policies and dealership procedures.

• Perform other duties as assigned by management.

The Service BDC Representative is expected to maintain consistent activity and follow-up while providing an exceptional customer experience.

Performance may be evaluated based on factors such as:

• Inbound and outbound customer contacts

• Appointments scheduled

• Appointment confirmations

• Appointment show rates

• Customer follow-up

• Rescheduled appointments

• Customer retention and reactivation

• Accuracy of customer records and appointment information

• Quality of customer interactions

• Attendance and dependability

The goal is not simply to make calls—it is to create meaningful customer interactions that result in appointments and help build long-term relationships with our customers.

The ideal candidate is:

• Friendly, energetic, and professional.

• Comfortable spending a significant portion of the workday on the telephone.

• An excellent communicator and active listener.

• Persistent and consistent with follow-up.

• Organized and detail-oriented.

• Comfortable working toward established performance goals.

• Able to handle customer concerns calmly and professionally.

• Dependable and punctual.

• Coachable and receptive to feedback.

• Comfortable working in a fast-paced environment.

• Team-oriented with a positive attitude.

• Previous BDC, call center, appointment-setting, customer-service, or sales experience preferred.

• Automotive dealership experience is a plus but not required.

• Excellent telephone etiquette and communication skills.

• Strong customer-service skills.

• Ability to communicate professionally by phone, text, and email.

• Strong computer and data-entry skills.

• Ability to learn dealership CRM, scheduling, and communication systems.

• CDK or other dealership-system experience is a plus.

• Ability to multitask and manage a high volume of customer contacts.

• Strong organizational and follow-up skills.

• Professional demeanor.

• Dependable attendance and punctuality.

• Bilingual…