Lead Automotive Customer Service Representative (Service BDC Agent) at Groove Toyota – Englewood, Colorado

We are seeking an experienced and motivated Lead Service BDC Agent to oversee daily customer communication for our Customer Service Department. This role is ideal for someone who excels at customer service, leads by example, and thrives in a fast-paced automotive environment. You will serve as the point person for Service BDC agents while ensuring exceptional customer experiences and strong appointment-setting performance.

• Handle inbound and outbound customer calls, texts, and emails related to service appointments
• Lead, support, and coach Service BDC agents to meet daily and monthly performance goals
• Monitor call quality, appointment accuracy, and follow-up processes
• Assist with scheduling service appointments and confirming upcoming visits
• Resolve escalated customer concerns professionally and efficiently
• Maintain accurate customer information in the CRM and DMS
• Collaborate closely with Service Advisors and Service Management
• Track performance metrics and assist with reporting as needed

• Automotive dealership experience required (Service BDC or Service Advisor experience preferred)
• Strong leadership and coaching skills
• Excellent verbal and written communication skills
• Comfortable handling high call volume and multitasking
• Proficient with CRM systems and dealership software (CDK preferred)
• Professional, positive, and customer-focused attitude
• Reliable, organized, and detail-oriented
• Must be at least 18 years of age
• Valid in-state driver’s license and have and maintain an acceptable, safe driving record
• Ability to pass a pre-employment background check and drug screen for illegal substances
• Authorized to work in the United States

• Competitive pay based on experience
• Medical, dental, and vision insurance
• Paid time off and holidays
• 401(k) with company match
• Opportunities for growth within the dealership
• Supportive team environment

If you’re passionate about customer service, enjoy leading a team, and have automotive experience, we’d love to hear from you. Apply today to join a dealership that values professionalism and customer satisfaction.