Automotive Service BDC, murgadoautomotive, CA, US

Job Description

About the Role
The Service BDC Representative is responsible for handling inbound/outbound service calls, scheduling appointments, and delivering an exceptional guest experience that drives shop capacity and retention.
Key Responsibilities
·       Answer inbound calls, texts, and emails; triage concerns and schedule service appointments
·       Proactively place outbound calls/texts for declined work, maintenance due, recalls, and no-shows
·       Verify customer/vehicle info, transportation needs (loaner, shuttle, Lyft), and advisor assignment
·       Follow call guides and objection-handling scripts; convert price shoppers to appointments
·       Send confirmations, reminders, and follow-ups; document all interactions in CRM/DMS
·       Coordinate with Service Advisors/Loaner Team to balance capacity and meet daily targets
·       Support CSI follow-ups and “close the loop” opportunities
·       Meet/exceed KPIs: show rate, conversion rate, appointments set per day, response time, CSI
Qualifications
·       1+ year call center, BDC, or dealership service experience preferred (automotive a plus)
·       Strong phone etiquette, typing speed, and CRM/DMS proficiency (Tekion/CDK/MyKaarma helpful)
·       Clear written/verbal communication; bilingual English/Spanish a plus
·       Organized, coachable, and comfortable in a fast-paced, metrics-driven environment
·       Flexible availability (early mornings, some Saturdays)
Schedule/Compensation
• Full-time; hourly from $18.00 (DOE) + performance incentives
• Benefits eligible per company policy
EEO
We are an equal opportunity employer.
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