Service Appointment & Retention Specialist

DePaula Chevrolet; West Albany (NY); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance.

Life Insurance.

401K with company match.

Paid Holidays.

Vacation & Sick PTO.

Employee discounts.

Advancement Opportunities.

Job summary

DePaula Chevrolet in Albany, NY is seeking a BDC Service Representative to contact existing customers by phone to schedule vehicle service appointments and strengthen customer retention. This full-time role emphasizes outbound calling, appointment setting, follow-up, and building long-term customer relationships.

You will work with the Service Department to ensure a smooth customer experience, document interactions in the CRM/DMS, and meet daily targets for appointment-setting and retention.

Qualifications

• Excellent verbal and written communication skills.
• Comfortable making frequent outbound telephone calls.
• Basic computer and CRM/DMS skills.

Responsibilities

• Make a high volume of outbound calls to existing and potential service customers.
• Contact customers due for routine maintenance or recommended service.
• Schedule and confirm service appointments.
• Follow up with customers who have postponed, declined, or missed appointments.
• Build positive relationships with customers and encourage continued business.
• Explain the importance of recommended maintenance and available service options.
• Meet daily and monthly appointment-setting and customer-retention goals.
• Accurately document customer interactions and appointment information in the dealership's CRM/DMS.
• Work closely with Service Advisors and the Service Department to ensure a smooth customer experience.
• Handle customer questions professionally and resolve basic concerns or direct them to the appropriate department.
• Make reminder and follow-up calls to improve appointment show rates.
• Maintain a professional, friendly, and customer-focused attitude on every call.

Skills

Verbal communication

Outbound calling

CRM/DMS skills

Organization

Team player

Tools

CRM/DMS

Job description

DePaula Chevrolet in Albany, NY is seeking a BDC Service Representative to contact existing customers by phone to schedule vehicle service appointments and strengthen customer retention. This full-time role emphasizes outbound calling, appointment setting, follow-up, and building long-term customer relationships.

You will work with the Service Department to ensure a smooth customer experience, document interactions in the CRM/DMS, and meet daily targets for appointment-setting and retention.