Automotive Service BDC Specialist

MARHOFER AUTO CENTER INC; Cuyahoga Falls (OH); On-site; USD 47,000 - 66,000; Full time

Job summary

MARHOFER AUTO CENTER INC is seeking an Automotive Service BDC Specialist at Nissan - Cuyahoga Falls, OH to manage inbound and outbound service communications, schedule and confirm appointments, and protect service lane traffic. You will be the first contact for guests seeking maintenance and repair, delivering a world-class experience from the first touch to arrival.

Join a fast-paced, target-driven environment.

Qualifications

• Experience in BDC, call center, or customer service roles (auto experience preferred).
• Proficient with CRM and DMS scheduling systems.
• Excellent verbal and written communication with a guest-first approach.
• Strong organization and ability to handle high-volume calls and messages.

Responsibilities

• Handle inbound and outbound service communications to schedule and confirm appointments.
• Schedule and reschedule appointments, including follow-up for no-shows.
• Coordinate loaner/shuttle needs and advisor workload.
• Track and recapture lost opportunities from declined or deferred services.
• Conduct proactive retention campaigns and follow up with guests for satisfaction.
• Ensure compliance with privacy, data security, and TCPA/DNC rules.
• Monitor and report service department metrics.

Skills

Customer service

CRM software

DMS scheduling systems

Verbal & written communication

Organizational skills

Fast-paced environment

Bilingual (bonus)

Tools

CRM Software

DMS Scheduling Systems

Job description

Job Details: Job Location: Nissan - Cuyahoga Falls, OH 44221, Salary Range: $46,971.00 - $65,861.00 Salary, The Automotive Service BDC Specialist is responsible for managing inbound and outbound service department communications via phone, text, email, and chat to schedule, confirm, and protect service appointments across the Ron Marhofer Auto Family. This role is the first point of contact for guests seeking maintenance and repair service and plays a critical part in driving service lane traffic, maximizing appointment show rates, and delivering a world-class guest experience from first contact through arrival.

Key Responsibilities

Inbound & Outbound Communication

• Answer all 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.
• Respond to all service-related internet leads and online scheduling requests without delay.
• Maintain a friendly, helpful, and world-class tone in every guest interaction, in person, by phone, or in writing.

Appointment Scheduling & Show Rate

• Book detailed service appointments, checking for open recalls, previously deferred services, and time/mileage-based maintenance recommendations.
• Confirm appointments in advance and proactively follow up on no-shows to reschedule.
• Coordinate appointment availability, loaner/shuttle needs, and advisor workload with the Service Manager and Service Advisors.
• Track and work declined/deferred service follow-up lists to recapture lost opportunities.

Customer Retention & Follow-Up

• Conduct proactive outbound campaigns for maintenance reminders, recall campaigns, and lapsed-customer win-back.
• Follow up with recent service guests to confirm satisfaction and address any concerns before they

Process, Compliance & Reporting

• Follow approved scripts, call flows, and dealership processes for every guest interaction.
• Ensure compliance with privacy, data security, and communication regulations (including TCPA/DNC requirements).
• Monitor and report daily, weekly, and monthly BDC performance metrics to the Service Manager.
• Identify and streamline process or scheduling issues that impact guest experience or shop efficiency.

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.
• Strong organizational skills and the ability to manage a high volume of calls, texts, and emails daily.
• Comfortable working in a fast-paced, performance-driven environment.
• Bilingual ability is a plus.

Physical Demands

• Ability to sit or stand for extended periods.
• Frequent use of computers, phones, and office equipment.

Work Environment

• Office environment within an automotive dealership service department.
• Fast-paced, performance-driven setting with frequent customer interaction.

Core Values Alignment

All team members are expected to uphold the Ron Marhofer Auto Family core values:

• World-Class Experience
• Commitment to Excellence
• Teamwork
• Trust & Respect for the Individual
• Continuous Improvement