Service BDC / Service Advisor

Protechautowhitby; Sault Ste. Marie; Hybrid; CAD 42,000 - 64,000; Full time

Job summary

Prouse Chevrolet is seeking a motivated, organized individual for a Service BDC / Service Advisor role in our Service Department. The role blends inbound/outbound customer communication, appointment setting and on-site customer service to keep the schedule full and customers satisfied.

The ideal candidate communicates well, stays organized, and can manage multiple appointments with a proactive approach. Automotive dealership experience is a plus, and you will work with a fast-paced team to

Qualifications

• Strong communication and customer service skills.
• Experience communicating with customers by phone, email, and in person is preferred.
• Excellent organizational and time-management abilities.
• Ability to manage multiple customers and appointments simultaneously.
• Proactive approach to customer contact and appointment generation.
• Strong computer and data-entry skills.
• Comfort working in a fast-paced Service Department.
• Positive attitude and willingness to learn.

Responsibilities

• Handle inbound service inquiries by phone, email and digital channels.
• Schedule service appointments and maximize capacity.
• Conduct outbound maintenance reminders and other service opportunities.
• Follow up with customers who miss or cancel appointments and reschedule.
• Document customer interactions in dealership systems.
• Coordinate with technicians, parts staff and Service management for efficient repairs.
• Explain repairs and timelines to customers and obtain authorization.
• Deliver professional and positive customer experiences from appointment to vehicle delivery.

Job description

Prouse Chevrolet is looking for a motivated, organized and customer-focused individual to join our Service Department in a BDC Service / Service Advisor role.

This position combines the customer communication and appointment-setting responsibilities of a Service Business Development Centre (BDC) with the customer-facing responsibilities of a Service Advisor. The successful candidate will play an important role in keeping our service schedule full, maintaining strong relationships with our customers and ensuring customers receive a professional and consistent service experience.

Key Responsibilities

Service BDC & Customer Retention

• Handle inbound service inquiries by phone, email and digital channels.
• Schedule service appointments while maximizing shop capacity and available appointment opportunities.
• Conduct outbound calls to customers for maintenance reminders, declined services, recalls, seasonal maintenance and other service opportunities.
• Follow up with customers who have missed or cancelled appointments and work to reschedule them.
• Contact existing customers based on recommended maintenance schedules and vehicle service history.
• Support customer retention initiatives and help ensure customers return to the dealership for their ongoing vehicle maintenance and repair needs.
• Maintain accurate customer information and document customer interactions within dealership systems.
• Assist with appointment confirmations and preparation for upcoming service appointments.
• Identify opportunities to improve appointment volume, customer retention and overall shop utilization.

Service Advisor Support

• Greet customers and assist with vehicle write-ups as required.
• Listen to customer concerns and accurately document vehicle symptoms and requested repairs.
• Review recommended maintenance and repair requirements with customers.
• Communicate repair status, estimates and completion timelines.
• Obtain customer authorization for required work.
• Coordinate with technicians, parts personnel and Service Department management to help ensure an efficient repair process.
• Review completed repairs and invoices with customers.
• Help provide a professional and positive customer experience from initial appointment through vehicle delivery.

What We're Looking For

The ideal candidate will have:

• Strong communication and customer service skills.
• Confidence communicating with customers by telephone, email and in person.
• Excellent organizational and time-management skills.
• The ability to manage multiple customers, appointments and follow-up activities simultaneously.
• A proactive approach to customer contact and appointment generation.
• Strong computer and data-entry skills.
• The ability to work effectively as part of a fast-paced Service Department.
• A positive attitude and willingness to learn.
• Automotive dealership, Service Advisor, BDC or customer service experience is considered an asset.

What Success Looks Like

Success in this position will be measured through a combination of customer service and operational performance, including:

• Service appointments generated and maintained.
• Appointment show rate.
• Customer follow-up and retention.
• Recovery of declined service opportunities.
• Effective utilization of available shop capacity.
• Quality and accuracy of customer communication.
• Customer satisfaction.
• Teamwork and support of overall Service Department objectives.

Why Join Prouse Chevrolet?

This is an opportunity to join an established automotive dealership and become an important part of a growing Service Department. The position provides exposure to both the customer development and operational sides of fixed operations and offers an opportunity to develop your skills and grow within the dealership.

We are looking for someone who enjoys working with customers, takes pride in staying organized and understands that strong follow-up and communication a