Service BDC Representative
Automotive Service Appointment Coordinator
Independence Mazda is hiring a Service BDC Representative to support our service department in Charlotte, North Carolina.
This position is responsible for answering incoming service calls, scheduling appointments, contacting customers about maintenance needs, and helping customers get connected with the correct member of our service team.
We are looking for someone who is friendly, dependable, organized, and comfortable spending most of the day communicating with customers by phone, text, and email.
Compensation and Benefits
- $15.00 per hour
- Paid biweekly
- Medical, dental, vision, and life insurance
- 401(k) retirement plan
- Paid time off
- Employee discounts
- Training and opportunities for advancement
- Supportive dealership environment
Primary Responsibilities
- Answer inbound service calls in a friendly and professional manner
- Schedule service appointments accurately and efficiently
- Confirm customer contact information, vehicle information, mileage, and service concerns
- Ask detailed questions so appointments are scheduled correctly
- Make outbound calls to customers who are due or overdue for maintenance
- Follow up with customers regarding declined services and recommended repairs
- Confirm upcoming appointments and assist with rescheduling when necessary
- Respond to service leads received through the dealership website and online scheduling system
- Document all customer communication and appointment details accurately
- Explain basic dealership services, amenities, and scheduling procedures
- Transfer technical, pricing, warranty, or repair-status questions to the appropriate advisor or manager
- Assist the service department with customer follow-up campaigns
- Maintain professional communication by phone, text, and email
- Meet daily call, appointment, and follow-up expectations
What We Are Looking For
- Strong phone and customer-service skills
- Clear verbal and written communication
- Ability to remain friendly and professional with frustrated customers
- Strong attention to detail
- Ability to multitask in a fast-paced environment
- Basic computer and data-entry skills
- Dependable attendance and punctuality
- Positive attitude and team-oriented mindset
- Previous call-center, appointment-setting, dealership, or customer-service experience preferred
- Valid driver’s license with an acceptable driving record
What Success Looks Like
A successful Service BDC Representative:
- Answers calls promptly and professionally
- Collects enough information before transferring a customer
- Schedules accurate appointments
- Consistently completes assigned outbound calls
- Follows up when promised
- Keeps complete notes in the customer record
- Helps customers feel welcomed before they ever arrive at the dealership
About Independence Mazda
Independence Mazda is committed to providing a professional and welcoming experience for our customers. Our service department offers easy online scheduling, digital vehicle inspections, complimentary loaner vehicles based on availability, an exterior car wash with front-floor vacuum, and a comfortable customer lounge.
We are looking for someone who wants to become an important part of the customer experience and grow with our dealership.
Apply today and tell us about your customer-service, call-center, or appointment-setting experience.