Experienced Automotive Service BDC Representative

BMW of Brooklyn; New York (NY); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Health, dental, and vision benefits

Paid time off

Career growth opportunities

Job summary

BMW of Brooklyn is seeking a Service BDC Representative to proactively contact service customers, set appointments, and fill the service schedule. You will engage customers, provide basic maintenance information, and aspire to high commissions through productive consultations.

You will handle inbound inquiries, schedule, confirm, and follow up on appointments, while maintaining CRM records and ensuring a premium customer experience aligned with BMW brand standards.

Qualifications

• BDC/call center or customer service experience preferred.
• Automotive dealership experience is a plus.
• Strong phone and communication skills.
• Ability to multitask in a fast-paced environment.
• Basic computer and CRM proficiency.
• Professional demeanor and positive attitude.

Responsibilities

• Answer inbound service calls and online inquiries promptly and professionally.
• Schedule and confirm service appointments and respond to emails, texts, and website leads.
• Coordinate appointment availability with service manager and shop capacity; manage rescheduling.
• Maintain accurate CRM records and track appointment activity and outcomes.
• Deliver a premium BMW customer experience and be the first contact for service customers.

Skills

Phone communication

CRM proficiency

Multitasking

Customer service

Professional demeanor

Inbound/outbound calls

Tools

Xtime

TSD

MyKaarma

DealerTrack

Job description

About the position

The Service BDC Representative at BMW of Brooklyn is responsible for proactively reaching out to service customers to set appointments and fill the service schedule. This position focuses on customer engagement, ensuring high-quality service consultations, and achieving productive-based commissions.

Customer Communication

• Answer inbound service calls and online inquiries promptly and professionally
• Schedule and confirm service appointments
• Respond to customer emails, text messages, and website leads
• Provide basic information about maintenance services, recalls, and service offerings

Appointment Management

• Coordinate appointment availability with service manager and shop capacity
• Confirm upcoming appointments and manage rescheduling requests
• Ensure accurate documentation of customer concerns and vehicle information

Outbound Follow-Up

• Conduct outbound calls for:
  • Service reminders
  • Declined service follow-up
  • Maintenance due reminders
  • Customer satisfaction follow-ups
  • Re-engage inactive service customers

CRM & Data Management

• Maintain accurate records in the dealership CRM system
• Track appointment activity, call outcomes, and follow-up tasks
• Monitor missed calls and ensure timely follow-up

Customer Experience

• Deliver a premium customer experience consistent with BMW brand standards
• Act as the first point of contact for many service customers
• Assist in resolving customer questions before arrival at the dealership

Qualifications

• Previous BDC, call center, or customer service experience preferred
• Automotive dealership experience is a plus
• Strong phone and communication skills
• Ability to multitask in a fast-paced environment
• Basic computer and CRM proficiency
• Professional demeanor and positive attitude

Preferred Experience

• Experience with dealership CRM systems such as:
  • Xtime
  • TSD
  • MyKaarma
  • DealerTrack
• Knowledge of automotive maintenance services

BDC Representatives are typically measured on:

• Appointment set rate
• Show rate
• Call handling quality
• Lead response time

Compensation & Benefits

• Competitive hourly pay + performance bonuses
• Health, dental, and vision benefits
• Paid time off
• Opportunities for career growth within the dealership