Job Description
Job DescriptionJob Title:
Ford Service Department BDC Representative
Job Summary:
The Service BDC Representative plays a key role in ensuring an exceptional customer experience by handling inbound and outbound communications related to service appointments, maintenance reminders, and follow-ups. This position supports the service department by efficiently managing scheduling, customer inquiries, and retention efforts through phone, email, and text communications.
Key Responsibilities:
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Answer inbound service department calls promptly and professionally; provide accurate information regarding services, appointment availability, and dealership offerings.
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Make outbound calls and texts to schedule maintenance, confirm appointments, and follow up on declined services or missed appointments.
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Manage and monitor the service appointment schedule to maximize shop capacity and technician efficiency.
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Accurately enter customer and vehicle information into the dealership management system (DMS).
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Follow up with customers after service visits to ensure satisfaction and promote future service retention.
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Maintain knowledge of current service promotions, recall campaigns, and maintenance guidelines.
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Assist in coordinating transportation (shuttles, loaners, etc.) when applicable.
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Collaborate closely with service advisors and management to ensure seamless communication between customers and the service team.
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Meet daily, weekly, and monthly performance targets related to outbound calls, appointment setting, and show rates.
Qualifications:
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High school diploma or equivalent; associate degree preferred.
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Previous customer service, call center, or dealership experience highly preferred.
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Strong communication skills, both verbal and written.
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Excellent organizational and time management abilities.
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Comfortable working with phones, CRM tools, and dealership management systems.
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Friendly, patient, and professional demeanor.
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Bilingual (English/Spanish) a plus.
Work Environment:
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Full-time position; may include Saturday shifts.
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Primarily office-based within the dealership.
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Fast-paced, team-oriented environment.