Automotive Service BDC & Scheduling Specialist

Ron Marhofer Auto Family; Cuyahoga Falls (OH); On-site; USD 47,000 - 66,000; Full time

Job summary

Ron Marhofer Auto Family is seeking an Automotive Service BDC Specialist at Hyundai of Cuyahoga Falls. You will manage inbound and outbound communications to schedule, confirm, and protect service appointments, acting as the first contact for guests seeking maintenance.

In this fast-paced, guest-first role you will use CRM and DMS tools, maintain records, support retention campaigns, and help drive show rates while ensuring a world-class experience from first contact to arrival.

Qualifications

• Prior BDC, call center, or customer service experience; automotive service experience preferred.
• Strong working knowledge of CRM and DMS scheduling systems and digital communication tools.
• Excellent verbal and written communication skills, with a friendly, guest-first attitude.

Responsibilities

• Answer inbound service calls, texts, emails, and chat inquiries promptly and professionally.
• Make outbound calls to schedule, confirm, and reschedule service appointments, including no-show follow-up.
• Maintain accurate, complete customer and vehicle records within the CRM and DMS.
• Coordinate appointment availability, loaner/shuttle needs, and advisor workload with the Service Manager and Service Advisors.
• Track and follow up on declined/deferred service to recapture opportunities.
• Follow approved scripts and dealership processes for every guest interaction.
• Monitor daily, weekly, and monthly service metrics and report findings.

Skills

Customer service

Verbal communication

Written communication

Organization

Tools

CRM

DMS scheduling

Communication tools

Job description

Ron Marhofer Auto Family is seeking an Automotive Service BDC Specialist at Hyundai of Cuyahoga Falls. You will manage inbound and outbound communications to schedule, confirm, and protect service appointments, acting as the first contact for guests seeking maintenance.

In this fast-paced, guest-first role you will use CRM and DMS tools, maintain records, support retention campaigns, and help drive show rates while ensuring a world-class experience from first contact to arrival.