Service BDC Representative (For Pooling)

Pinnacle Intelligence; Muntinlupa; On-site; PHP 320,000 - 440,000; Full time

Job summary

Pinnacle Intelligence, located in Alabang, is seeking a Service BDC Representative to support dealership service departments. You will manage inbound/outbound calls, emails, and chats to schedule service appointments and answer customer inquiries, driving retention and satisfaction.

This role requires strong communication, CRM proficiency, and the ability to work a full on-site night shift in Muntinlupa. Previous automotive service or call center experience is preferred.

Qualifications

• 1-2 years in a BDC, call center customer service, or automotive service advising role.
• Exceptional verbal and written communication with empathetic phone presence.
• Strong commitment to customer service, issue resolution and loyalty building.

Responsibilities

• Handle inbound inquiries and outbound communications to schedule service appointments.
• Provide information on vehicle maintenance, services, pricing estimates, and recalls.
• Perform post-service follow-ups to ensure satisfaction and retention.
• Document interactions and scheduling details in CRM and scheduling software.

Skills

BDC experience

Call center

Customer service

Phone etiquette

Education

Bachelor's degree

Tools

CRM systems

Service scheduling software

Job description

About Pinnacle Intelligence

Pinnacle Intelligence is at the forefront of transforming the automotive retail industry. We provide AI-powered, sustainable, and scalable digital solutions designed to engage customers, accelerate sales growth, and elevate the entire auto retail value chain. Our mission is to revolutionize the automotive retail industry through intelligent technology, unlocking dealerships' full potential and setting new standards of efficiency, profitability, and market leadership. We are dedicated to powering the future of auto retail with AI, Data, and Automation, driven by intelligence at every turn.

Department

Operations – Service

Reports To

Team Manager

Location

Alabang (On-site), Muntinlupa City, Metro Manila, Philippines

Position Summary

The Service BDC Representative at Pinnacle Intelligence is a crucial customer-facing role dedicated to supporting the service departments of our automotive dealership clients. This individual is responsible for managing inbound and outbound communications primarily via phone, email, and online chat to schedule service appointments, address customer service inquiries, conduct follow-ups, and ultimately drive customer retention. The Service BDC Representative ensures a proactive, efficient, and positive service experience for dealership customers, directly contributing to client service revenue and overall customer satisfaction.

Key Responsibilities

Service Appointment Setting

• Handle a high volume of inbound inquiries (phone calls, emails, web leads, chat messages) from existing and potential service customers.
• Initiate proactive outbound calls and communications for service reminders, recall campaigns, missed appointment follow-ups, and customer retention programs.
• Skillfully schedule and confirm service appointments for dealership service centers, ensuring accuracy in scheduling and customer details.

Customer Service & Support

• Provide comprehensive information to customers regarding vehicle maintenance needs, available services, pricing estimates, warranty coverage, and recall information.
• Address customer inquiries and concerns related to their vehicle service history, upcoming maintenance, or general automotive questions.
• Ensure all customer interactions reflect the dealership's and Pinnacle Intelligence's commitment to exceptional service.

Customer Retention & Follow-up

• Conduct post-service follow-up calls to ensure customer satisfaction and address any lingering issues.
• Nurture customer relationships to encourage repeat service visits and build long-term loyalty.
• Proactively reach out to customers due for routine maintenance or specific campaigns.

CRM & Scheduling System Management

• Accurately document all customer interactions, service appointment details, and communications within the dealership's CRM system and service scheduling software.
• Update customer information and service statuses meticulously to maintain data integrity.

Service Knowledge & Collaboration

• Maintain up-to-date knowledge of dealership service offerings, common vehicle maintenance schedules, and basic automotive terminology.
• Collaborate effectively with dealership service advisors, parts departments, and internal BDC teams to ensure seamless customer experience and efficient service flow.

Performance & Reporting

• Meet and exceed daily, weekly, and monthly targets for call volume, contact rates, service appointment setting, and customer satisfaction.
• Utilize CRM and other internal systems to track individual performance and contribute to team reporting.

Skills & Qualifications

Required

• Experience: Minimum of 1-2 years of proven experience in a Business Development Center (BDC), call center customer service, or automotive service advising role, preferably in a high-volume environment.
• Exceptional Communication: Outstanding verbal and written communication skills with a clear, empathetic, and persuasive phone presence.
• Customer Service Orientation: Strong commitment to delivering excellent customer service, resolving issues, and building customer loyalty.
• Problem-Solving: Ability to quickly assess customer needs and concerns, providing effective solutions or escalating appropriately.
• Technical Proficiency: Proficient in using CRM systems, service scheduling software, phone systems, and internet-based communication tools.
• Organizational Skills: Strong ability to manage multiple customer interactions, prioritize follow-ups, and maintain accurate records.
• Results-Oriented: A driven individual with a proven ability to meet and exceed targets.
• Amenability: Willing to work full onsite and night shift work arrangement in Alabang, Muntinlupa.

Preferred

• Experience in the automotive service industry (dealership service, auto parts, or mechanic shop).
• Basic knowledge of vehicle components, common maintenance tasks, and automotive terminology.
• Bachelor's degree in a related field.

Why Join Pinnacle Intelligence

Pinnacle Intelligence offers a unique opportunity to be part of a growing and innovative company that is redefining intelligent business solutions for the automotive retail industry. We provide a collaborative work environment, opportunities for professional growth, and the chance to make a significant impact on our clients' success.