Service BDC

Service BDC Agent **

Location: Royal Palm Beach, FL Job Type: Full-Time

Position Summary

**

The Service BDC Agent supports the Service Department by communicating with customers, scheduling service appointments, following up on service opportunities, and driving customer retention and service-lane traffic. This role requires strong communication skills, a positive attitude, extreme attention to detail, and the ability to manage a high volume of phone calls, text messages, emails, and customer follow-up. The ideal candidate is customer-focused, organized, motivated by results, and comfortable working in a fast-paced automotive dealership environment utilizing industry-leading software platforms.

Essential Duties

& Responsibilities **

Inbound & Outbound Communication **

• Inbound Management: ** Handle incoming service calls, texts, and emails to assist customers with scheduling appointments.

• Outbound Campaigns: ** Call customers regarding maintenance needs, declined services, missed appointments, recalls, and marketing initiatives.

• Lead Monitoring: ** Monitor assigned leads and follow-up opportunities to ensure customers receive timely communication.

• Appointment Confirmation: ** Confirm upcoming service appointments and communicate relevant arrival details to customers.

• Rescheduling Care: ** Follow up with customers who missed or canceled appointments to successfully reschedule them.

Departmental Support & Data Integrity **

• Capacity Scheduling: Schedule appointments accurately using Xtime, aligning customer needs with shop capacity and Service Department availability.

• CRM & DMS Data Entry: Maintain accurate customer contact information and highly detailed notes within Reynolds and Reynolds and dealership systems.

• Internal Coordination: ** Communicate effectively with Service Advisors and Service Management to escalate issues when appropriate.

• Metric Achievement: ** Meet or exceed department goals for outbound dials, appointments scheduled, and appointment show rates.

• Professional Development: ** Participate in ongoing training and coaching sessions to improve performance.

Qualifications

& Requirements **

• Communication: ** Excellent verbal and written communication skills with a strong, professional phone presence.

• Multitasking: ** Proven ability to prioritize responsibilities and multitask in a high-volume, fast-paced environment.

• Outbound Comfort: ** Comfortable making a significant number of outbound customer phone calls each day.

• Tech-Savvy: Proficiency with automotive software; hands-on experience with Reynolds and Reynolds (ERA/Ignite) and Xtime ** is highly preferred.

• Reliability: ** Dependable attendance, strong punctuality, and a positive, team-oriented attitude.

• Experience: ** Automotive dealership, call center, BDC, or customer service experience is preferred.

• Language: ** Bilingual in English and Spanish is a major plus for our local market.

What We Offer

**

• Competitive Compensation: ** Base hourly pay plus performance-based monthly bonuses tied to appointment show rates.

• Comprehensive Benefits: ** Medical, dental, and vision insurance plans.

• Retirement Security: ** 401(k) plan options.

• Work-Life Balance: ** Paid time off (PTO) and vacation days.

• Career Growth: ** Ongoing professional training and clear pathways for internal advancement.

Performance Expectations **

Success in this position is measured through a combination of customer experience and operational results:

• Appointment Metrics: ** Individual appointment-setting performance and appointment show rates.

• Activity Levels: ** Daily outbound call volume and general customer-contact activity.

• Speed to Contact: ** Response time to inbound digital opportunities and follow-up completion.

• Data Accuracy: Precision of booked appointments and customer information entered into Xtime and Reynolds and Reynolds **.

Core Competencies **

• Customer-focused and professional

• Results-oriented and accountable

• Organized with strong follow-up habits

• Adaptable problem solver