Automotive Service BDC Specialist

The Automotive Service BDC Specialist is responsible for managing inbound and outbound service department communications via phone, text, email, and chat to schedule, confirm, and protect service appointments across the Ron Marhofer Auto Family. This role is the first point of contact for guests seeking maintenance and repair service and plays a critical part in driving service lane traffic, maximizing appointment show rates, and delivering a world-class guest experience from first contact through arrival.

Inbound & Outbound Communication

• Answer all inbound service calls, texts, emails, and chat inquiries promptly and professionally.
• Make outbound calls to schedule, confirm, and reschedule service appointments, including no-show follow-up.
• Respond to all service-related internet leads and online scheduling requests without delay.
• Maintain a friendly, helpful, and world-class tone in every guest interaction, in person, by phone, or in writing.

Appointment Scheduling & Show Rate

• Book detailed service appointments, checking for open recalls, previously deferred services, and time/mileage-based maintenance recommendations.
• Confirm appointments in advance and proactively follow up on no-shows to reschedule.
• Coordinate appointment availability, loaner/shuttle needs, and advisor workload with the Service Manager and Service Advisors.
• Track and work declined/deferred service follow-up lists to recapture lost opportunities.

Customer Retention & Follow-Up

• Conduct proactive outbound campaigns for maintenance reminders, recall campaigns, and lapsed-customer win-back.
• Follow up with recent service guests to confirm satisfaction and address any concerns before they escalate.
• Maintain accurate, complete customer and vehicle records within the CRM and DMS.
• Support equity mining and marketing initiatives aimed at driving repeat service business.

Process, Compliance & Reporting

• Follow approved scripts, call flows, and dealership processes for every guest interaction.
• Ensure compliance with privacy, data security, and communication regulations (including TCPA/DNC requirements).
• Monitor and report daily, weekly, and monthly BDC performance metrics to the Service Manager.
• Identify and escalate process or scheduling issues that impact guest experience or shop efficiency.

• Prior BDC, call center, or customer service experience; automotive service experience preferred.
• Strong working knowledge of CRM and DMS scheduling systems and digital communication tools.
• Excellent verbal and written communication skills, with a friendly, guest-first attitude.
• Strong organizational skills and the ability to manage a high volume of calls, texts, and emails daily.
• Comfortable working in a fast-paced, performance-driven environment.
• Bilingual ability is a plus.

Physical Demands

• Ability to sit or stand for extended periods.
• Frequent use of computers, phones, and office equipment.

Work Environment

• Office environment within an automotive dealership service department.
• Fast-paced, performance-driven setting with frequent customer interaction.

All team members are expected to uphold the Ron Marhofer Auto Family core values:

• World-Class Experience
• Commitment to Excellence
• Teamwork
• Trust & Respect for the Individual
• Continuous Improvement