Service Business Development Center (BDC) Representative

Bellingham Ford; Bellingham (WA); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

401(k)

Employee discounts

Advancement opportunities

Continued development

Job summary

Bellingham Ford is seeking a professional, organized Service BDC Representative to join our service team in Bellingham. You will handle inbound and outbound communications for service appointments and maintenance reminders, ensuring high customer satisfaction.

The role involves scheduling, follow-up calls, and leveraging dealership software to manage daily appointment flow while maintaining a friendly and professional customer experience.

Qualifications

• Strong communication and interpersonal skills.
• Professional phone etiquette.
• Organizational and multitasking abilities.
• Ability to work in a fast-paced environment.
• Basic computer proficiency and ability to learn dealership software.
• Positive attitude and team-oriented mindset.
• Previous customer service, call center, or automotive experience preferred but not required.

Responsibilities

• Answer incoming phone calls promptly and professionally.
• Schedule customer service appointments accurately and efficiently.
• Make outbound calls for: Service reminders, Appointment confirmations, Missed appointment follow-ups, Declined service follow ups, Customer satisfaction follow-up calls.
• Communicate effectively with service advisors and management regarding appointment availability and shop capacity.
• Maintain accurate customer information and appointment records within dealership software systems.
• Respond to customer inquiries via phone, text, and email in a timely manner.
• Help manage and maintain the daily service appointment schedule.
• Assist in reducing no-shows and improving service retention.
• Provide customers with a friendly, professional, and welcoming experience.
• Escalate customer concerns appropriately when necessary.
• Support dealership goals for customer satisfaction and retention.

Skills

Communication

Phone etiquette

Organization

Multitasking

Fast-paced work

Computer literacy

Team player

Customer service exp

Job description

Position Summary

Bellingham Ford is seeking a professional, organized and customer-focused Service BDC (Business Development Center) Representative to join our service team. The Service BDC Representative is responsible for handling inbound and outbound customer communications related to vehicle service appointments, maintenance reminders, follow-up calls, and overall customer satisfaction.

SCHEDULE

• Monday through Friday
• Full-time position
• 8:00-4:30 with a 30 minute lunch

Primary Responsibilities

• Answer incoming phone calls promptly and professionally
• Schedule customer service appointments accurately and efficiently
• Make outbound calls for:
• Service reminders
• Appointment confirmations
• Missed appointment follow-ups
• Declined service follow ups
• Customer satisfaction follow-up calls
• Communicate effectively with service advisors and management regarding appointment availability and shop capacity
• Maintain accurate customer information and appointment records within dealership software systems
• Respond to customer inquiries via phone, text, and email in a timely manner
• Help manage and maintain the daily service appointment schedule
• Assist in reducing no-shows and improving service retention
• Provide customers with a friendly, professional, and welcoming experience
• Escalate customer concerns appropriately when necessary
• Support dealership goals for customer satisfaction and retention

Qualifications

• Strong communication and interpersonal skills
• Professional phone etiquette
• Strong organizational and multitasking abilities
• Ability to work in a fast-paced environment
• Basic computer proficiency and ability to learn dealership software systems
• Positive attitude and team-oriented mindset
• Previous customer service, call center, or automotive experience preferred but not required

EXPECTATIONS

• Employees are expected to arrive on time and ready to work at the start of their scheduled shift
• Maintain professionalism in all customer and employee interactions
• Represent Bellingham Ford in a positive and customer-focused manner
• Maintain confidentiality of customer and dealership information
• Work cooperatively with service advisors, technicians, dispatchers, and management

Benefits

• Medical, dental, and vision insurance
• Paid time off
• 401(k)
• Employee discounts
• Opportunities for advancement and continued development

Compensation

• Hourly pay depending on experience
• Potential bonus or performance incentives based on appointment setting and customer retention metrics