Business Development Center in Parkersburg, West Virginia at Matheny Motors

Matheny Motors is looking for a motivated, organized, and customer-focused Service BDC Representative to support our dealership service departments. This position plays a key role in keeping our service lanes productive by scheduling appointments, following up with customers, and creating additional service opportunities.

Responsibilities

• Answer inbound service calls, texts, emails, and online inquiries
• Schedule service appointments accurately and efficiently
• Make outbound calls to customers who are due or overdue for maintenance
• Follow up with customers regarding declined service recommendations
• Contact customers regarding recalls and manufacturer service campaigns
• Confirm upcoming service appointments and reduce missed appointments
• Assist customers with basic questions regarding service scheduling, hours, and dealership processes
• Maintain accurate customer information and notes in the CRM and dealership systems
• Follow up with customers after service visits to ensure satisfaction
• Help generate additional appointments from previous customers and unsold service opportunities
• Work closely with Service Advisors, Service Managers, and dealership management
• Maintain professional and timely communication with every customer
• Meet departmental goals for appointments scheduled, appointments shown, outbound contacts, and customer satisfaction
• Assist with customer retention campaigns and special service promotions
• Identify opportunities to improve customer retention and dealership service traffic

What We’re Looking For

The ideal candidate is professional, dependable, comfortable speaking with customers, and able to manage multiple conversations and follow-up tasks throughout the day.

Previous dealership, BDC, call center, customer service, or appointment-setting experience is helpful, but we are willing to train the right individual.

Preferred Skills

• Excellent phone and communication skills
• Strong customer-service mindset
• Comfortable making outbound calls
• Organized and detail-oriented
• Ability to work in a fast-paced environment
• Basic computer and CRM experience
• Ability to work as part of a dealership team
• Strong follow-up and time-management skills

Position Goal

The primary goal of the Service BDC is to increase service appointments, improve customer retention, support the service department, and provide customers with a convenient and professional dealership experience.

If you enjoy working with people, staying organized, and helping customers take care of their vehicles, we would like to hear from you.

Join the Matheny Motors team and help us build lasting relationships with our customers.