POSITION SUMMARY
Bellingham Ford is seeking a professional, organized and customer-focused Service BDC (Business Development Center) Representative to join our service team. The Service BDC Representative is responsible for handling inbound and outbound customer communications related to vehicle service appointments, maintenance reminders, follow-up calls, and overall customer satisfaction.
This role serves as a critical connection between our customers and service department by delivering excellent communication, accurate scheduling, and a positive customer experience from the first point on contact,
SCHEDULE
- Monday through Friday
- Full-time position
- 8:00-4:30 with a 30 minute lunch
PRIMARY RESPONSIBILITIES
- Answer incoming phone calls promptly and professionally
- Schedule customer service appointments accurately and efficiently
- Make outbound calls for:
- Service reminders
- Appointment confirmations
- Missed appointment follow-ups
- Declined service follow ups
- Customer satisfaction follow-up calls
- Communicate effectively with service advisors and management regarding appointment availability and shop capacity
- Maintain accurate customer information and appointment records within dealership software systems
- Respond to customer inquiries via phone, text, and email in a timely manner
- Help manage and maintain the daily service appointment schedule
- Assist in reducing no-shows and improving service retention
- Provide customers with a friendly, professional, and welcoming experience
- Escalate customer concerns appropriately when necessary
- Support dealership goals for customer satisfaction and retention
QUALIFICATIONS
- Strong communication and interpersonal skills
- Professional phone etiquette
- Strong organizational and multitasking abilities
- Ability to work in a fast-paced environment
- Basic computer proficiency and ability to learn dealership software systems
- Positive attitude and team-oriented mindset
- Previous customer service, call center, or automotive experience preferred but not required
EXPECTATIONS
- Employees are expected to arrive on time and ready to work at the start of their scheduled shift
- Maintain professionalism in all customer and employee interactions
- Represent Bellingham Ford in a positive and customer-focused manner
- Maintain confidentiality of customer and dealership information
- Work cooperatively with service advisors, technicians, dispatchers, and management
BENEFITS
- Medical, dental, and vision insurance
- Paid time off
- 401(k)
- Employee discounts
- Opportunities for advancement and continued development
COMPENSATION
- Hourly pay depending on experience
- Potential bonus or performance incentives based on appointment setting and customer retention metrics