Support Dealership Center Representative

Description

The SDC Representative is the first point of contact for service customers across ZT Auto Group’s network of 17 dealerships in five states. This role handles inbound service calls and runs outbound appointment campaigns. The goal is to fill service drives, raise appointment show rates, and give every customer a consistent, professional experience across multiple brands, from mainstream to ultra-luxury.

Requirements

• Answer inbound service calls for assigned dealerships; schedule, reschedule, and confirm service appointments in Xtime and CDK
• Make outbound calls from campaign lists provided by the SDC Manager, including win-back, sold-not-serviced, maintenance due, recall, declined repair, and connected-vehicle alert campaigns
• Meet monthly outbound activity goals and appointment targets
• Confirm upcoming appointments and follow up on no-shows to improve show rate
• Follow up on missed and after-hours calls promptly
• Handle customer text conversations professionally, following TCPA requirements, opt-out requests, and department contact-frequency rules
• Make customer satisfaction (CSI) follow-up calls after service visits and route concerns to store management when assigned
• Document every customer interaction accurately in the dealership systems
• Learn and follow each store’s scheduling rules, service menu, capacity, and brand standards
• Provide elevated, white-glove communication for luxury-brand customers when assigned
• Communicate with service advisors and store management to resolve scheduling issues
• Follow SDC standard operating procedures, call scripts, and quality standards
• Perform other duties as assigned