Description
The purpose of the Service BDC Agent is to manage inbound and outbound service communications while delivering consistent, high-quality customer interactions. This role supports service appointment growth, customer retention, and overall satisfaction by executing outbound programs, follow-up initiatives, and recovery efforts for defectors and declined services. The Service BDC Agent plays a critical role in driving service traffic, improving CSI/KPI results, and strengthening long-term customer relationships.
RESPONSIBILITIES
- Handle inbound service calls and provide prompt, professional, and courteous customer service
- Make outbound service calls and follow up on web appointments to confirm or reschedule as needed
- Drive service appointment growth through outbound programs focused on retention and customer engagement
- Serve as the primary driver for defector and declined service recovery programs
- Follow up with customers after service visits to ensure satisfaction and encourage survey completion
- Maintain and update accurate customer information across all dealership systems
- Regularly review scheduling tools to ensure accuracy and availability
- Execute monthly outbound campaigns, including declined services, recalls, inspections, defectors, and special-order parts follow-up
- Utilize approved word tracks and scripts to ensure a consistent, high-quality customer experience on every call
- Maintain required CSI and KPI performance standards
- Assist with training and onboarding of new Service BDC employees as needed
- Complete and maintain proficiency in VinSolutions and Dealer-FX systems
- Perform other duties as assigned by management
Requirements
- Strong customer service and communication skills, both verbal and written
- Ability to handle high call volumes while maintaining quality interactions
- Strong organizational skills and attention to detail
- Ability to follow scripts and processes while adapting to customer needs
- Computer proficiency and ability to learn dealership systems quickly
- Prior BDC, call center, or automotive service experience preferred
- Ability to work in a fast-paced, team-oriented environment
- Dependable, professional, and customer-focused mindset