Service BDC Agent
Location: Royal Palm Beach, FL
Job Type: Full-Time
Position Summary
The Service BDC Agent supports the Service Department by communicating with customers, scheduling service appointments, following up on service opportunities, and driving customer retention and service-lane traffic. This role requires strong communication skills, a positive attitude, extreme attention to detail, and the ability to manage a high volume of phone calls, text messages, emails, and customer follow-up. The ideal candidate is customer-focused, organized, motivated by results, and comfortable working in a fast-paced automotive dealership environment utilizing industry-leading software platforms.
Essential Duties & Responsibilities
Inbound & Outbound Communication
- Inbound Management: Handle incoming service calls, texts, and emails to assist customers with scheduling appointments.
- Outbound Campaigns: Call customers regarding maintenance needs, declined services, missed appointments, recalls, and marketing initiatives.
- Lead Monitoring: Monitor assigned leads and follow-up opportunities to ensure customers receive timely communication.
- Appointment Confirmation: Confirm upcoming service appointments and communicate relevant arrival details to customers.
- Rescheduling Care: Follow up with customers who missed or canceled appointments to successfully reschedule them.
Departmental Support & Data Integrity
- Capacity Scheduling: Schedule appointments accurately using Xtime, aligning customer needs with shop capacity and Service Department availability.
- CRM & DMS Data Entry: Maintain accurate customer contact information and highly detailed notes within Reynolds and Reynolds and dealership systems.
- Internal Coordination: Communicate effectively with Service Advisors and Service Management to escalate issues when appropriate.
- Metric Achievement: Meet or exceed department goals for outbound dials, appointments scheduled, and appointment show rates.
- Professional Development: Participate in ongoing training and coaching sessions to improve performance.
Qualifications & Requirements
- Communication: Excellent verbal and written communication skills with a strong, professional phone presence.
- Multitasking: Proven ability to prioritize responsibilities and multitask in a high-volume, fast-paced environment.
- Outbound Comfort: Comfortable making a significant number of outbound customer phone calls each day.
- Tech-Savvy: Proficiency with automotive software; hands-on experience with Reynolds and Reynolds (ERA/Ignite) and Xtime is highly preferred.
- Reliability: Dependable attendance, strong punctuality, and a positive, team-oriented attitude.
- Experience: Automotive dealership, call center, BDC, or customer service experience is preferred.
- Language: Bilingual in English and Spanish is a major plus for our local market.
What We Offer
- Competitive Compensation: Base hourly pay plus performance-based monthly bonuses tied to appointment show rates.
- Comprehensive Benefits: Medical, dental, and vision insurance plans.
- Retirement Security: 401(k) plan options.
- Work-Life Balance: Paid time off (PTO) and vacation days.
- Career Growth: Ongoing professional training and clear pathways for internal advancement.
Performance Expectations
Success in this position is measured through a combination of customer experience and operational results:
- Appointment Metrics: Individual appointment-setting performance and appointment show rates.
- Activity Levels: Daily outbound call volume and general customer-contact activity.
- Speed to Contact: Response time to inbound digital opportunities and follow-up completion.
- Data Accuracy: Precision of booked appointments and customer information entered into Xtime and Reynolds and Reynolds.
Core Competencies
- Customer-focused and professional
- Results-oriented and accountable
- Organized with strong follow-up habits
- Adaptable problem solver