Automotive Service BDC Specialist

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

Job summary

Ron Marhofer Auto Family in Stow, OH seeks an Automotive Service BDC Specialist to manage inbound and outbound service communications, schedule appointments, and protect service capacity. You will be the first contact for guests seeking maintenance and repairs, aiming to maximize show rates and deliver a world-class guest experience from first contact to arrival.

The role requires CRM and DMS scheduling knowledge, excellent verbal and written communication, and the ability to handle a

Qualifications

• BDC or call center or customer service experience.
• Strong CRM and DMS scheduling knowledge.
• Excellent verbal and written communication.
• Highly organized with high-volume workload.
• Bilingual is a plus.

Responsibilities

• Answer inbound calls, texts, emails, and chat promptly.
• Schedule, confirm, and reschedule service appointments.
• Maintain CRM and DMS records accurately.
• Follow scripts and dealership processes for guest interactions.
• Monitor performance metrics and report trends.

Skills

Customer service

Verbal & written communication

Organization

Bilingual

Tools

CRM

DMS

Job description

Job Details: Job Location: Marhofer Chevrolet - Stow, OH 44224, 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 escalation.
• Maintain accurate, complete customer and vehicle records within the CRM and DMS.
• Support equity mining and marketing initiatives aimed at driving repeat service business.

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 escalation 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

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