Johnson Automotive is accepting applications for FT Service BDC Representatives to staff our expanding Service business. We are seeking friendly and phone savvy individuals who possess a strong desire to provide outstanding customer service to our guests! The Service BDC is housed within the corporate offices at Johnson Lexus of Raleigh, on Capital Boulevard.
About the Role:
The Automotive Service Appointment Call Center (Business Development Center, aka BDC) role is pivotal in ensuring a seamless and positive customer experience by managing inbound and outbound communications related to vehicle service appointments. This position focuses on scheduling, confirming, and rescheduling service appointments while providing accurate information about services, pricing, and promotions. The role requires effective communication and organizational skills to coordinate between customers and service departments, ensuring optimal utilization of service bays and technician availability. By maintaining detailed records and following up on customer inquiries, the BDC Representative helps increase service department efficiency and customer retention. Ultimately, this role contributes directly to the dealership’s service revenue growth and customer satisfaction goals.
Compensation:
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Within industry range and productivity-driven.
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Comprised of both an hourly rate and an impactful commission structure.
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Hourly rate is commensurate with breadth of prior experience.
Schedule:
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Monday through Friday.
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8-hour shifts: generally, 7:30am - 4pm or 9am - 5:30pm or 10:30am - 7pm.
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Rotating Saturdays: 8am - 5pm (about once a month).
Minimum Qualifications:
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Previous experience in a customer service or call center environment, preferably in automotive or related industries.
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Proficiency with computer systems and appointment scheduling software.
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Strong verbal communication skills and the ability to handle multiple calls efficiently.
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Ability to work a FT schedule and alternate Saturdays, with some fill-in flexibility, as needed.
Preferred Qualifications:
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Experience working in an automotive dealership service department or BDC.
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Familiarity with dealership management systems such as CDK, Reynolds & Reynolds, or Dealertrack.
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Basic knowledge of automotive maintenance and repair terminology.
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Customer relationship management (CRM) software experience.
Responsibilities:
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Answer inbound calls and respond to customer inquiries regarding automotive service needs and appointment scheduling.
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Make outbound calls to confirm, reschedule, or follow up on service appointments and customer satisfaction.
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Maintain accurate and up-to-date customer records and appointment schedules using dealership management software.
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Communicate effectively with service technicians and advisors to ensure appointment availability and timely service delivery.
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Promote dealership service specials, maintenance packages, and warranty services to customers during calls.
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Handle customer concerns or complaints professionally and escalate issues to management when necessary.
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Track and report on appointment metrics and customer feedback to support continuous improvement initiatives.
Skills:
In this role, strong communication skills are essential for clearly conveying service options and appointment details to customers, ensuring their needs are understood and met. Organizational skills are used daily to manage multiple appointment schedules and maintain accurate records, which helps optimize service department workflow. Problem-solving skills come into play when addressing customer concerns or rescheduling conflicts, requiring quick and effective resolution. Technical proficiency with dealership management and CRM software enables efficient data entry and retrieval, supporting smooth operations. Additionally, interpersonal skills foster positive customer interactions that enhance satisfaction and encourage repeat business.
TAG2=SERVICE
