Service BDC Specialist: Drive Appointments & Guest Experience

Marhofer; Stow (OH); On-site; USD 47,000 - 66,000; Full time

Benefits offered by this job

World-Class guest experience

Job summary

Marhofer Chevrolet in Stow, OH is seeking an Automotive Service BDC Specialist to manage inbound and outbound communications (phone, text, email, and chat) to schedule, confirm, and protect service appointments across the Ron Marhofer Auto Family.

This role is the first point of contact for guests seeking maintenance and repair service and plays a critical part in driving service lane traffic, maximizing appointment show rates, and delivering a world-class guest experience from first contact

Qualifications

• BDC, call center, or customer service experience.
• Experience with automotive service is preferred.
• Strong CRM and DMS scheduling knowledge.
• Excellent verbal and written communication with a guest-first attitude.
• Strong organizational skills; able to manage high volume of interactions.
• Bilingual abilities are a plus.

Responsibilities

• Answer inbound service calls, texts, emails, and chat inquiries promptly and professionally.
• Make outbound calls to schedule, confirm, and reschedule service appointments, including no-show follow-up.
• Book detailed service appointments and check recalls or deferred services.
• Coordinate appointment availability, loaner/shuttle needs, and advisor workload.
• Follow up on declined/deferred services to recapture opportunities.
• Maintain CRM and DMS records accurately and completely.
• Follow privacy, data security, and TCPA/DNC compliance; report performance metrics.

Skills

BDC experience

CRM knowledge

Communication skills

Organizational skills

Bilingual

Tools

CRM scheduling tools

DMS scheduling systems

Job description

Marhofer Chevrolet in Stow, OH is seeking an Automotive Service BDC Specialist to manage inbound and outbound communications (phone, text, email, and chat) to schedule, confirm, and protect service appointments across the Ron Marhofer Auto Family.

This role is the first point of contact for guests seeking maintenance and repair service and plays a critical part in driving service lane traffic, maximizing appointment show rates, and delivering a world-class guest experience from first contact