Service BDC in Avon, Indiana at Champion Chevrolet of Avon

PURPOSE OF JOB:

The Service Business Development Center (BDC) Representative is responsible for generating and retaining service business by proactively contacting customers, scheduling service appointments, following up on missed and declined services, managing inbound communications, and delivering an exceptional customer experience. This role serves as a vital link between customers and the dealership's service department, helping drive customer retention, service revenue, and overall customer satisfaction.

JOB DUTIES:

Customer Communication

• Answer incoming service calls, emails, texts, and online inquiries promptly and professionally.
• Schedule, confirm, and reschedule service appointments.
• Make outbound calls to customers for maintenance reminders, recall campaigns, and service retention initiatives.
• Follow up with customers regarding declined repairs, missed appointments, and overdue maintenance.
• Contact customers after service visits to ensure satisfaction and address concerns.

Appointment Management

• Maintain an accurate and organized service appointment calendar.
• Verify customer and vehicle information prior to appointments.
• Coordinate scheduling to optimize shop capacity and technician productivity.
• Ensure proper documentation of all customer interactions in the CRM and dealership management system.

Customer Retention

• Promote manufacturer-recommended maintenance and dealership service programs.
• Identify opportunities to increase customer retention and service loyalty.
• Educate customers on service specials, maintenance packages, and warranty coverage.
• Support customer retention campaigns and marketing initiatives.

CRM and Data Management

• Record all customer communications accurately in dealership software and CRM systems.
• Maintain customer records, appointment notes, and follow-up activities.
• Track key performance indicators (KPIs) and personal productivity metrics.

Team Collaboration

• Work closely with Service Advisors, Dispatch, Parts, and Service Management teams.
• Assist with resolving customer concerns and escalating issues when necessary.
• Support dealership objectives related to customer satisfaction and service growth.

General

• Ensure prompt and regular attendance.
• Perform other appropriate duties as may be assigned by Management.
• Travel as business needs may require.

Quality & Continuous Improvement

• Personally commit to quality in all aspects of work.
• Provide “World Class Customer Service” for internal and external customers.
• Participate in and promote the established Quality Improvement Process (QIP) for continuous improvement.
• Participate on teams to research, measure, and correct problems and to strive for process improvement.
• Communicate and exemplify the Company’s Mission Statement, Vision Statement, Values, and Philosophy.
• Attend at least ten (10) credit hours of training each calendar year to continue development of work-related skills.

QUALIFICATIONS:

Education:

• High school diploma/equivalent is minimally required.

Experience:

• Previous customer service, call center, appointment-setting, or automotive experience preferred.
• Experience with dealership management systems (CDK, Reynolds & Reynolds, Dealer Socket, VinSolutions, etc.) preferred.

Other Knowledge, Skills, Abilities & Competencies:

• Strong verbal and written communication skills.
• Excellent customer service and relationship-building abilities.
• Ability to multitask in a fast-paced environment.
• Strong organizational and time-management skills.
• Proficient computer and data-entry skills.
• Professional phone etiquette.
• Ability to handle customer objections and resolve concerns effectively.
• Positive attitude and team-oriented mindset.
• Must possess and continuously maintain a valid driver’s license with an acceptable driving record.
• Ability to communicate via telephone and electronic communication throughout the workday.
• Occasional standing, walking, and filing.
• Must be available to work dealership hours, including occasional evenings and Saturdays as required.

This does not necessarily list all responsibilities, duties, requirements, or efforts associated with the job. While this list is intended to be an accurate reflection of the job, the company reserves the right to review and modify as circumstances or business needs require.