Customer Service Appointment Coordinator (BDC)

US Lawns; Village of Farmingdale (NY); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Sick Leave

401(k)

Paid Time Off (PTO)

Competitive Pay Plans

Employee Discount purchase program

Employee Assistance programs

Employee Referral Program

Job summary

Atlantic Auto Group is seeking a Service Appointment Coordinator (Service BDC) to manage customer communications and drive service appointments. The role involves inbound/outbound calls, scheduling, and promoting service offerings, acting as the liaison between customers and the service team.

Ideal candidates have 1–2 years of customer service or dealership BDC experience, strong communication, and proficiency with CRM systems.

Qualifications

• High school diploma or equivalent (required).
• 1–2 years of customer service, call center, or dealership BDC experience preferred (automotive service experience strongly preferred).
• Excellent verbal and written communication skills.
• Strong customer service orientation with a professional demeanor.
• Highly organized with attention to detail and multitasking ability.
• Proficiency in Microsoft Office, CRM tools, and dealership systems (CDK, Reynolds & Reynolds, Xtime, DealerSocket).
• Ability to work in a fast-paced, team-oriented environment.
• Friendly and upbeat with a passion for helping customers over the phone.
• Bi-lingual communication is a plus (writing and speaking).
• Resilience to evening and Saturday hours.

Responsibilities

• Answer incoming service-related calls and web inquiries.
• Make outbound calls to confirm appointments and follow up on declined services.
• Schedule service appointments based on advisor availability and bay capacity.
• Update and maintain customer records in the CRM/DMS.
• Maintain professional rapport with customers via phone, email, and text.
• Track missed appointments and follow-ups.
• Communicate schedules and concerns to the service team.
• Generate reports on appointment metrics and follow-ups.
• Provide feedback on customer trends to the service manager.
• Attend staff meetings and trainings.

Skills

Customer service

Call center

Bilingual (writing)

Phone etiquette

Education

High school diploma or equivalent

Tools

CRM tools

CDK

Reynolds & Reynolds

Xtime

DealerSocket

Job description

Job Description

We are looking for Customer Service Appointment Coordinators to join our team! This is a great career opportunity for applicants with automotive experience or any other customer service/telephone contact experience.

The Service Appointment Coordinator, also known as Service BDC plays a critical role in the success of the dealership’s service department by managing customer communication and driving service appointments. This role focuses on building customer relationships, handling inbound and outbound calls, scheduling appointments, and promoting service offerings. The Service BDC Rep acts as a liaison between customers and the service team, ensuring a seamless and professional experience.

We want to hire only the best, so you must pass a drug test and a background check.

Responsibilities

• Answer incoming service-related calls and respond to web inquiries.
• Make outbound calls to confirm upcoming appointments and follow up on declined services or due maintenance.
• Schedule service appointments accurately, based on Advisor availability and service bay capacity.
• Update and maintain customer records in the CRM or dealership management system (DMS).
• Maintain a positive and professional rapport with customers via phone, email, and text.
• Track and follow up on missed appointments, no-shows, and inactive customers.
• Communicate scheduled appointments and customer concerns to the service team.
• Generate reports on appointment conversion rates, call volumes, and follow-up results.
• Provide feedback on customer trends and concerns to the service manager.
• Attends all staff meetings, trainings, and educational classes as required
• Performs other duties as assigned

Qualifications

• High school diploma or equivalent (required); associate degree or higher (preferred).
• 1–2 years of customer service, call center, or dealership BDC experience (automotive service experience strongly preferred).
• Excellent verbal and written communication skills.
• Strong customer service orientation with a professional and friendly demeanor.
• Highly organized with attention to detail and ability to multitask.
• Proficient in Microsoft Office, CRM tools, and dealership systems (e.g., CDK, Reynolds & Reynolds, Xtime, or DealerSocket).
• Ability to work in a fast-paced, team-oriented environment.
• Must be friendly and upbeat, and like talking on the phone, helping people find answers to their questions.
• Excellent bi-lingual communication skills are a plus (writing and speaking)
• Dependable and compliant in following the assigned work schedule, which will include evening and Saturday hours.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Sick Leave
• 401(k)
• Paid Time Off (PTO)
• Competitive Pay Plans
• Employee Discount purchase program
• Employee Assistance programs
• Employee Referral Program

Company Description

WHY WORK FOR THE ATLANTIC AUTO GROUP?

The Atlantic Automotive Group provides the best opportunity for any Long Islander who wants to launch a career in the auto industry. Atlantic has locations all over Long Island. Atlantic brands include Genesis, Hyundai, Honda, Toyota, Kia, Chevrolet & Cadillac.

With over 1200 employees, Atlantic is clearly one of the major employers in Nassau and Suffolk Counties. As Atlantic continues to add new locations, finding new employees is a major priority.

The group firmly believes in cultivating talent from within, seeking out talented employees who can become Atlantic’s future managers. Factory training is offered to qualified employees seeking certification in sales, service, or parts. Each Atlantic location is like a small city that requires dedicated workers of varying skills and experience levels.

Atlantic is renowned for offering new opportunities to people with some automotive experience,ambitious workers with skills from other businesses, veterans who have served their country, both men and women, and/or to people of all backgrounds, ages, races, and nationalities.

WE WELCOME VETERANS

We believe in the abilities of our military, and we’re actively recruiting them to the Atlantic Auto Group team. Hiring a veteran can be one of the best decisions a company can make. Military veterans are quick learners and they're team players. They are leaders with discipline, training, and a passion for service. We’re actively recruiting veterans, transitioning military, service members, and their families to bring these attributes to Atlantic and to help us build a better business.

OUR BENEFITS

We currently offer discounted vehicle purchases to all employees and medical, dental, and vision, paid time off & sick leave as well as 401k benefits to ourfull-timeemployees who’ve met their eligibility requirements. With competitive pay plans, a 401k program, and Atlantic’s commitment to customer service, it’s no surprise that the Atlantic Auto Group is the eighth largest privately-owned car dealership group in the country.

We want to hire only the best, so all applicants must successfully pass a drug and background check and have a clean and valid NY State License.