Service BDC Representative

The Service BDC Representative is responsible for managing inbound and outbound customer communications to drive service appointments. This role serves as a key point of contact for prospective and existing customers, ensuring a high level of customer service while supporting dealership sales and service objectives.BDC Representatives respond to internet leads, phone inquiries, and customer follow-ups with the goal of setting qualified appointments and delivering a positive customer experience consistent with company standards.Essential Duties and ResponsibilitiesRespond promptly to inbound internet leads, emails, chat inquiries, and phone callsMake outbound calls to follow up on service reminders, and unsold prospectsSchedule and confirm service appointments in accordance with dealership proceduresMaintain consistent follow-up with customers via phone, text, and emailAccurately document all customer interactions in the CRM systemMeet or exceed daily, weekly, and monthly performance metrics (appointments set, show rate, conversion rate, etc.)Provide accurate information regarding vehicle inventory, pricing, and promotionsCoordinate with service teams to ensure smooth customer handoffMaintain a professional, courteous, and customer-focused communication style at all timesFollow all company policies, including attendance, timekeeping, and compliance standardsQualificationsPrevious automotive BDC, call center, sales, or customer service experience preferredStrong communication skills (verbal and written)Ability to handle a high volume of calls and inquiries in a fast-paced environmentProficient in computer systems, CRM software, and Microsoft OfficeStrong organizational and follow-up skillsAbility to work independently and as part of a teamBilingual (English/Spanish) is a plus