Service Appointment Specialist — Boost Service & Retention

ADP, Inc.; Parkersburg (WV); On-site; USD 18,000 - 22,000; Full time

Job summary

Matheny Motors in Parkersburg, WV, seeks a Service BDC Representative to support service departments by scheduling appointments and following up with customers. You will work closely with Service Advisors and managers to drive service traffic and improve retention.

The role requires professional communication, the ability to manage multiple conversations, and a willingness to train the right candidate, including onboarding newcomers to dealership processes.

Qualifications

• Experience in dealership, BDC, call center, or appointment setting is helpful.
• Willing to train the right candidate.
• Strong communication skills and a customer-service mindset.
• Ability to manage multiple conversations and follow-up tasks.

Responsibilities

• Answer inbound service calls, texts, emails, and online inquiries.
• Schedule service appointments accurately and efficiently.
• Make outbound calls to customers who are due or overdue for maintenance.
• Follow up with customers regarding declined service recommendations.
• Contact customers regarding recalls and manufacturer service campaigns.
• Confirm upcoming service appointments and reduce missed appointments.
• Assist customers with basic questions regarding service scheduling, hours, and dealership processes.
• Maintain accurate customer information and notes in the CRM and dealership systems.
• Follow up with customers after service visits to ensure satisfaction.
• Help generate additional appointments from previous customers and unsold service opportunities.
• Work closely with Service Advisors, Service Managers, and dealership management.
• Maintain professional and timely communication with every customer.
• Meet departmental goals for appointments scheduled, appointments shown, outbound contacts, and customer satisfaction.
• Assist with customer retention campaigns and special service promotions.
• Identify opportunities to improve customer retention and dealership service traffic.

Skills

Phone skills

Customer service

Outbound calling

CRM experience

Team player

Follow-up skills

Organized

Tools

CRM system

Computer skills

Job description

Matheny Motors in Parkersburg, WV, seeks a Service BDC Representative to support service departments by scheduling appointments and following up with customers. You will work closely with Service Advisors and managers to drive service traffic and improve retention.

The role requires professional communication, the ability to manage multiple conversations, and a willingness to train the right candidate, including onboarding newcomers to dealership processes.