Service BDC Representative

GMC of Vacaville – Vacaville, CA
Full-Time | Bilingual English/Spanish Required

GMC of Vacaville is looking for a motivated, bilingual Service BDC Representative to join our growing Service Department.

Automotive dealership and Service BDC experience is highly preferred, but we are willing to train the right person who has strong communication skills, a great work ethic, and the ability to connect with customers.

If you are confident on the phone, speak both English and Spanish, stay organized, and are motivated by goals and performance, we want to talk to you.

• Handle inbound service calls, texts, and online appointment requests
• Schedule service appointments accurately and efficiently
• Make high-volume outbound calls to existing customers
• Contact customers who are due or overdue for maintenance
• Follow up on missed appointments and unsold service opportunities
• Confirm next-day appointments
• Contact customers regarding recalls and open service campaigns
• Follow up with customers who declined previously recommended services
• Help reactivate customers who have not serviced with us recently
• Maintain detailed and accurate customer notes
• Communicate customer concerns clearly to Service Advisors
• Help fill open shop capacity and maximize technician productivity
• Maintain professional communication by phone, text, and email
• Work directly with Service Advisors and Service Management to improve appointment volume and customer retention

This is a performance-driven position with clear and achievable goals.

Our targets include:

• 50+ outbound call attempts per day
• 15+ appointments scheduled per day
• 70%+ appointment conversion on qualified inbound opportunities
• Consistent next-day appointment confirmations
• Strong appointment show rate
• Timely follow-up on missed appointments
• Accurate CRM and customer notes
• Consistent customer follow-up

We provide clear expectations, training, coaching, and performance tracking so you know exactly what it takes to succeed.

• Bilingual English/Spanish – Required
• Automotive dealership or Service BDC experience strongly preferred
• Previous experience in customer service, appointment setting, call centers, sales, hospitality, or a similar high-volume customer-facing role is a plus
• Strong phone presence and communication skills
• Comfortable making outbound calls throughout the day
• Ability to confidently ask customers to schedule an appointment
• Excellent organization and follow-up skills
• Comfortable communicating by phone, text, and email
• Basic computer skills and ability to learn dealership software
• Dependable attendance and punctuality
• Positive attitude and willingness to learn
• Ability to work in a fast-paced environment
• Team-oriented mindset

Experience with automotive CRM or DMS systems such as Vin Solutions or similar platforms is a plus, but not required.

You do not need to know everything about automotive service on day one.

For the right candidate, we will provide training on:

• Automotive service terminology
• Our appointment-setting process
• CRM and dealership systems
• Customer follow-up techniques
• Maintenance schedules
• Recall and campaign outreach
• Appointment confirmation processes
• How to overcome common customer objections
• How to turn conversations into scheduled appointments

What we cannot train is attitude, dependability, work ethic, and the desire to succeed.

If you bring those qualities, we can teach you the rest.

We are looking for someone who:

• Enjoys talking to people
• Is comfortable being on the phone
• Speaks English and Spanish confidently
• Is not afraid to ask for the appointment
• Can handle rejection and keep going
• Follows up consistently
• Pays attention to details
• Takes ownership of their results
• Works well with a…