Service Appointment & Retention Specialist

Kalispell Volkswagen; Kalispell (MT); On-site; Full time

Job description

Overview

A Service Business Development Center (BDC) Representative at a Toyota dealership manages inbound/outbound service calls, emails, and internet leads to schedule maintenance appointments, recall repairs, and follow up with customers. They act as the primary professional front line contact to drive service department traffic, improve customer loyalty, and boost retention rates.

Key Responsibilities

• Appointment Scheduling: Handling heavy inbound/outbound calls and internet inquiries to schedule service appointments, using scripts to ensure consistency.
• Customer Follow-Up: Proactively calling customers for service reminders, recalls, and following up on missed appointments (no-shows).
• CRM Management: Recording detailed, accurate notes in the CRM system regarding client conversations and vehicle needs.
• Service Coordination: Collaborating with service advisors and technicians to ensure service capacity meets scheduling.
• Customer Retention: Building relationships through professional, empathetic communication to increase Customer Service Index (CSI) scores.

Required Qualifications & Skills

• Experience: Previous experience in a call center, customer service, or automotive service setting is preferred but not required.
• Communication: Excellent verbal and written communication skills with a professional, enthusiastic, and warm phone demeanor.
• Technology Proficiency: Ability to work with CRM software and basic computer skills.
• Multitasking: Capability to manage high-volume calls in a fast-paced, high-pressure environment.

What We Offer

• Flexible Scheduling Opportunities
• Full-Time Schedule
• 401(k) Coordination and Matching
• Medical, Dental, Vision Insurance
• Opportunities for Advancement & Career Growth
• Vacation
• Employee Discounts on products/services
• Paid Education, Training, Certifications with Ongoing Training
• Extensive opportunities to grow and learn
• Access to company fun and events year round

Kalispell Auto Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law.

All offers of employment contingent on background check (7-years) and non-DOT pre-employment drug screening.

Per Montana state law, employment is subject to 1-year probationary period.