Automotive Dealership - Appointment Scheduler

The purpose of the Service BDC Agent is to manage inbound and outbound service communications while delivering consistent, high-quality customer interactions. This role supports service appointment growth, customer retention, and overall satisfaction by executing outbound programs, follow-up initiatives, and recovery efforts for defectors and declined services. The Service BDC Agent plays a critical role in driving service traffic, improving CSI/KPI results, and strengthening long-term customer relationships.

RESPONSIBILITIES

• Handle inbound service calls and provide prompt, professional, and courteous customer service
•  Make outbound service calls and follow up on web appointments to confirm or reschedule as needed
•  Drive service appointment growth through outbound programs focused on retention and customer engagement
•  Serve as the primary driver for defector and declined service recovery programs
•  Follow up with customers after service visits to ensure satisfaction and encourage survey completion
•  Maintain and update accurate customer information across all dealership systems
•  Regularly review scheduling tools to ensure accuracy and availability
•  Execute monthly outbound campaigns, including declined services, recalls, inspections, defectors, and special-order parts follow-up
•  Utilize approved word tracks and scripts to ensure a consistent, high-quality customer experience on every call
•  Maintain required CSI and KPI performance standards
•  Assist with training and onboarding of new Service BDC employees as needed
•  Complete and maintain proficiency in VinSolutions and Dealer-FX systems
•  Perform other duties as assigned by management

•  Strong customer service and communication skills, both verbal and written
•  Ability to handle high call volumes while maintaining quality interactions
•  Strong organizational skills and attention to detail
•  Ability to follow scripts and processes while adapting to customer needs
•  Computer proficiency and ability to learn dealership systems quickly
•  Prior BDC, call center, or automotive service experience preferred
•  Ability to work in a fast-paced, team-oriented environment
•  Dependable, professional, and customer-focused mindset