San Marcos Chrysler Dodge Ram Jeep
Service Department Business Development Coordinator
San Marcos Chrysler Dodge Ram Jeep, San Marcos, Texas, us, 78667
Position Summary
The Service BDC Representative is responsible for managing inbound and outbound customer communication for the service department. This role focuses on answering incoming calls, scheduling service appointments, following up on previously deferred services, and contacting customers regarding open recalls. The Service BDC Rep plays a critical role in driving service retention, increasing repair order volume, and delivering a positive customer experience.
Key Responsibilities Inbound Communication
Answer incoming service calls promptly and professionally
Schedule service appointments accurately based on advisor availability and customer needs
Provide basic service information (hours, pricing ranges, maintenance intervals, recall awareness)
Route calls appropriately when escalation or advisor involvement is required
Outbound Communication
Make outbound calls to customers for:
Previously deferred services
Open safety and manufacturer recalls
Missed or overdue maintenance
Confirm upcoming service appointments
Follow up with no-shows and reschedule when appropriate
Appointment & CRM Management
Accurately log all customer interactions in the CRM and/or DMS
Ensure appointments are scheduled correctly and include clear notes for service advisors
Maintain clean customer records and communication history
Customer Experience
Represent the dealership in a friendly, professional, and brand-consistent manner
Build rapport with customers and create trust over the phone
Handle objections and concerns calmly and confidently
Maintain high standards for call quality and follow-up consistency
Performance Expectations / KPIs
Appointment set rate
Show rate for scheduled appointmentsOutbound call activity and contact rate
Service revenue generated from BDC appointments
Customer satisfaction scores (where applicable)
Required Skills & Qualifications
Strong verbal communication skills
Professional phone etiquette
Ability to multitask in a fast-paced environment
Comfortable with outbound calling
Basic computer proficiency (CRM, DMS, scheduling tools)
Strong organizational and follow-up skills
Customer-first mindset
Valid driver’s license and clean driving record
Must be willing to complete a background check and potential drug test
Preferred Qualifications
Previous dealership service or BDC experience
Experience with automotive CRM/DMS systems
Knowledge of basic automotive maintenance and recall processes
Sales or call center experience
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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The Service BDC Representative is responsible for managing inbound and outbound customer communication for the service department. This role focuses on answering incoming calls, scheduling service appointments, following up on previously deferred services, and contacting customers regarding open recalls. The Service BDC Rep plays a critical role in driving service retention, increasing repair order volume, and delivering a positive customer experience.
Key Responsibilities Inbound Communication
Answer incoming service calls promptly and professionally
Schedule service appointments accurately based on advisor availability and customer needs
Provide basic service information (hours, pricing ranges, maintenance intervals, recall awareness)
Route calls appropriately when escalation or advisor involvement is required
Outbound Communication
Make outbound calls to customers for:
Previously deferred services
Open safety and manufacturer recalls
Missed or overdue maintenance
Confirm upcoming service appointments
Follow up with no-shows and reschedule when appropriate
Appointment & CRM Management
Accurately log all customer interactions in the CRM and/or DMS
Ensure appointments are scheduled correctly and include clear notes for service advisors
Maintain clean customer records and communication history
Customer Experience
Represent the dealership in a friendly, professional, and brand-consistent manner
Build rapport with customers and create trust over the phone
Handle objections and concerns calmly and confidently
Maintain high standards for call quality and follow-up consistency
Performance Expectations / KPIs
Appointment set rate
Show rate for scheduled appointmentsOutbound call activity and contact rate
Service revenue generated from BDC appointments
Customer satisfaction scores (where applicable)
Required Skills & Qualifications
Strong verbal communication skills
Professional phone etiquette
Ability to multitask in a fast-paced environment
Comfortable with outbound calling
Basic computer proficiency (CRM, DMS, scheduling tools)
Strong organizational and follow-up skills
Customer-first mindset
Valid driver’s license and clean driving record
Must be willing to complete a background check and potential drug test
Preferred Qualifications
Previous dealership service or BDC experience
Experience with automotive CRM/DMS systems
Knowledge of basic automotive maintenance and recall processes
Sales or call center experience
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
#J-18808-Ljbffr