Customer Service Representative (BDC Service)

West Herr Auto Group; Buffalo (NY); On-site; USD 23,000 - 26,000; Full time

Job summary

West Herr Auto Group is seeking a Customer Service Representative for our Service BDC. This role focuses on handling service calls, scheduling, and ensuring a high level of customer experience in a fast-paced environment.

You’ll support multiple service departments, maintain professionalism, and coordinate with service teams to resolve inquiries. Training is extensive, and the position offers a solid path for growth within West Herr.

Qualifications

• Experience preferred but not required.
• Extensive training program offered.

Responsibilities

• Efficient and effective appointment scheduling
• Follow up on service inquiries
• Ensure a smooth process for customers bringing in their vehicles for maintenance or repairs
• Promote full transparency in all aspects of our process
• Involve a manager/supervisor immediately in any situation that escalates negatively
• Be highly organized in a dynamic workplace
• Perform other related duties as required and assigned to meet business needs

Skills

Call handling

Appointment scheduling

Customer service

Communication

Job description

Customer Service Representative (BDC Service)

• Reports To: BDC Manager
• FLSA Status: Non Exempt
• Base Wage: $18/hr
• Potential Compensation with bonus and/or commission: N/A

At West Herr, we’re all about our customers – Listening to their wants and needs, being honest and respectful, and helping them to accomplish their desired vehicle purchase. It’s not about the sale, it’s about the people. Because we don’t sell, we serve. That’s the West Herr way.

What To Expect:

As a Customer Service Representative (Service BDC) at West Herr, you’ll support multiple dealership service departments. Although not physically customer-facing, the role requires the same level of professionalism, hospitality, and care expected in-person in the service department. This position focuses on handling calls efficiently, identifying customer needs, and ensuring every interaction reflects a strong commitment to customer experience all while maintaining composure and a sense of urgency in a high-volume environment.

Additionally, the Customer Service Representative supports communication between the Business Development Center and dealership teams, ensuring clear and effective coordination to resolve customer concerns. The position requires strong accountability, attention to detail, and time management, along with the ability to balance customer needs with operational realities. Overall, success in this role depends on a customer-first mindset, professionalism under pressure, and a consistent ability to deliver excellent customer service through every phone interaction.

A Customer Service Representative position is about support, knowledge and communication. To do this, you should:

• Efficient and effective appointment scheduling
• Follow up on service inquiries
• Ensure a smooth process for customers bringing in their vehicles for maintenance or repairs
• Promote full transparency in all aspects of our process
• Involve a manager/supervisor immediately in any situation that escalates negatively.
• Be highly organized in a dynamic workplace
• Perform other related duties as required and assigned to meet business needs

Integrity

We do what is right

We strive to be the best

Urgency

Empathy

Respect

We treat each other right

Teamwork

We work together

Persistence

We find a way

Openings at the
following locations:

• BDC Service - Williamsville
• Toyota of Orchard Park

If you’re looking for a career with unlimited opportunity, where you love coming to work, all while going the extra mile for your customers and co-workers, a career as a Customer Service Representative at West Herr may be what you need.

Experience preferred, but not required.
We have an extensive, ongoing training program to help you succeed!

West Herr is an equal opportunity employer.

Voted Best Place to Work

every year since 2005, with the number one word to describe working at West Herr – FUN!

CONFIDENTIALITY:
All information that you submit to West Herr shall be maintained in confidence and will not be disclosed by West Herr or shared with any persons other than the West Herr group of dealerships, except as required by law or judicial process.

CONDITIONS:
West Herr Automotive Group, Inc., and its dealerships, is an inclusive employer. We are an equal opportunity employer. We are committed to providing a workplace free from discrimination or harassment based on any characteristic or trait protected by law. We expect every member of the West Herr community to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included, and is afforded the respect and dignity they deserve. Decisions related to hiring, compensation, training, evaluating performance, or termination are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. Please notify us if you require a reasonable accommodation to complete the employment application, interview, pre-employment assessment(s) or any other application or job-related requirement.

This application will only be considered active for ninety (90) calendar days from the date of application. If you have not obtained employment with West Herr within ninety (90) days, but remain interested in obtaining employment with West Herr, you understand that you must complete a new application form to be considered active for an additional ninety (90) days.

The information provided in this employment application (and accompanying resume, if any) is true and complete, and any misstatements or omissions in this application form (and any accompanying resume, if any) may result in a decision not to hire you, or to discharge you if discovered only after hire.

If hired, your employment will be on an at-will basis, meaning that you have the right to terminate your employment at any time, with or without cause, and West Herr may terminate your employment at any time, with or without cause.

Your submission of this form to West Herr constitutes an agreement to the above conditions.

CONFIDENTIALITY:
All information that you submit to West Herr shall be maintained in confidence and will not be disclosed by West Herr or shared with any persons other than the West Herr group of dealerships, except as required by law or judicial process.

CONDITIONS:
West Herr Automotive Group, Inc., and its dealerships, is an inclusive employer. We are an equal opportunity employer. We are committed to providing a workplace free from discrimination or harassment based on any characteristic or trait protected by law. We expect every member of the West Herr community to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included, and is afforded the respect and dignity they deserve. Decisions related to hiring, compensation, training, evaluating performance, or termination are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. Please notify us if you require a reasonable accommodation to complete the employment application, interview, pre-employment assessment(s) or any other application or job-related requirement.

This application will only be considered active for ninety (90) calendar days from the date of application. If you have not obtained employment with West Herr within ninety (90) days, but remain interested in obtaining employment with West Herr, you understand that you must complete a new application form to be considered active for an additional ninety (90) days.

The information provided in this employment application (and accompanying resume, if any) is true and complete, and any misstatements or omissions in this application form (and any accompanying resume, if any) may result in a decision not to hire you, or to discharge you if discovered only after hire.

If hired, your employment will be on an at-will basis, meaning that you have the right to terminate your employment at any time, with or without cause, and West Herr may terminate your employment at any time, with or without cause.

Your submission of this form to West Herr constitutes an agreement to the above conditions.