Service Appointment Specialist (BDC) - Outbound & Retention

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

Benefits offered by this job

Medical, Dental and Vision Insurance.

Life Insurance.

401 (K) with company match.

Paid Holidays.

Vacation & Sick PTO.

Employee discounts.

Advancement Opportunities.

Job summary

DePaula Chevrolet, Inc in Albany, NY seeks a BDC Service Representative to contact existing customers by phone, schedule vehicle service appointments, and support customer retention. The role emphasizes outbound calling, follow-up, and building long-term relationships.

The position offers a full-time schedule with a base pay of $19–$21 per hour and monthly performance incentives in a professional dealership environment. Automotive familiarity is a plus.

Qualifications

• Customer service or call center experience preferred but not required.
• Excellent verbal and written communication skills.
• Comfortable making frequent outbound calls.
• Strong organizational and follow-up skills.
• Ability to work in a fast-paced, goal-oriented environment.
• Professional telephone manner and positive attitude.
• Basic computer and CRM/DMS skills.
• Ability to work independently while also being an effective team member.

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

Customer service

Call center

Automotive

Sales experience

Tools

CRM/DMS

Job description

DePaula Chevrolet, Inc in Albany, NY seeks a BDC Service Representative to contact existing customers by phone, schedule vehicle service appointments, and support customer retention. The role emphasizes outbound calling, follow-up, and building long-term relationships.

The position offers a full-time schedule with a base pay of $19–$21 per hour and monthly performance incentives in a professional dealership environment. Automotive familiarity is a plus.