Automotive Repair and Maintenance, Business Development, Call Centers, Campaigns, Communication Skills, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Retention/Renewal, Customer Satisfaction, Customer Support/Service, Detail Oriented, Follow Through, Internet/Online Service, Multilingual, Multitasking, Organizational Skills, Performance Metrics, Spanish Language, Track Customer Issues
Job Title: Service BDC Representative (Business Development Center)
Location: Vallejo Hyundai
Employment Type: Full-Time
Join a High-Performing Service Team Focused on Customer Retention and Growth
Vallejo Hyundai is seeking an energetic, customer-focused Service BDC Representative to support our growing service department. This role is critical to driving appointment volume, customer retention, and exceptional customer satisfaction through proactive communication and follow-up.
The ideal candidate is organized, driven, professional on the phone, and passionate about creating an outstanding customer experience.
Key Responsibilities
- Handle inbound and outbound service calls, texts, emails, and online inquiries
- Schedule and confirm service appointments efficiently
- Conduct outbound follow-up for declined services, overdue maintenance, missed appointments, and service reminders
- Support service retention and CSI initiatives through consistent customer follow-up
- Manage appointment-setting opportunities from service campaigns, recalls, and equity/mining opportunities
- Re-engage inactive customers and help drive lost customer recovery efforts
- Respond promptly to online service leads and digital appointment requests
- Assist with managing manufacturer and dealership service campaigns
- Maintain accurate customer records and activity notes in CRM
- Coordinate effectively with service advisors and management to ensure smooth appointment flow
- Help support service lane traffic growth and revenue opportunities
- Contribute to meeting department KPIs including appointment show rate, outbound activity, retention, and CSI performance
Qualifications
- Previous BDC, call center, customer service, or automotive experience preferred
- Strong phone, communication, and follow-up skills
- Positive attitude with a customer-first mindset
- Organized and detail-oriented with strong multitasking ability
- Comfortable working in CRM systems and handling high-volume communication
- Ability to work in a fast-paced, performance-driven environment
- Bilingual (Spanish) is a plus
Performance Expectations
Success in this role will be measured by:
- Appointments set and shown
- Outbound activity and follow-up consistency
- Customer retention performance
- CSI contribution
- Response time and lead handling quality
- Contribution to service department growth
What We Offer
- Competitive compensation (hourly + performance incentives)
- Advancement opportunities
- Supportive, high-accountability team culture
- Paid training
- Medical, dental, vision benefits
- Paid time off
- Employee discounts
Why Join Us
This is more than a call center role — this position plays a direct role in driving customer loyalty, service growth, and dealership success. If you thrive on helping customers, creating opportunities, and being part of a winning team, we’d like to meet you.
Apply today and help drive the service experience forward.
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