Service BDC Representative

Service BDC Representative

Great service starts before the customer ever arrives at the dealership!

Johnson Automotive is looking for Full-Time Service BDC Representatives to join our centralized Service Business Development Center, located within our corporate offices at Johnson Lexus of Raleigh on Capital Boulevard.

Our Service BDC Representatives are often the first point of contact for customers who need service, maintenance, or assistance with their vehicles. They manage a high volume of customer communications, schedule service appointments, maintain accurate customer information, and help create a smooth connection between our guests and dealership Service teams.

If you're a strong communicator who enjoys helping people, stays organized in a busy environment, and takes pride in providing exceptional customer service, we'd like to meet you.

What You'll Do

As a Service BDC Representative, you'll support customers and dealership Service teams through inbound and outbound communication, appointment scheduling, follow-up, and accurate recordkeeping.

Responsibilities include:

• Respond to inbound telephone calls, emails, web inquiries, chat requests, and other customer communications regarding vehicle service and maintenance.
• Proactively contact customers regarding recommended maintenance, recall repairs, previously declined services, appointment confirmations, and follow-up needs.
• Schedule service appointments accurately and efficiently while gathering complete customer and vehicle information.
• Provide professional, courteous, and timely communication throughout every customer interaction.
• Answer customer questions and provide accurate information regarding available dealership services, maintenance needs, promotions, and service campaigns.
• Maintain accurate customer records, appointment information, notes, and communication history within dealership CRM and scheduling systems.
• Stay knowledgeable about dealership services, manufacturer maintenance recommendations, promotions, and current service campaigns.
• Coordinate with Service Advisors, managers, and dealership personnel to help provide a seamless customer experience.
• Remain engaged and available to respond to customer communications throughout scheduled working hours.
• Assist the team with workload coverage during vacations, absences, training, and periods of increased business demand.
• Participate in ongoing training and coaching to continue developing customer-service, communication, and automotive-service knowledge.
• Perform other duties as needed to support Service BDC operations.

The role includes both inbound customer assistance and proactive outbound communicationnot simply answering phonesincluding maintenance, recall, declined-service, confirmation, and follow-up contacts.

What We're Looking For

Successful Service BDC Representatives combine great communication with organization, urgency, accuracy, and genuine customer care.

Qualified candidates should have:

• Excellent verbal and written communication skills.
• Exceptional customer-service and interpersonal skills with the ability to build rapport quickly.
• Strong organizational, time-management, and multitasking abilities.
• The ability to manage multiple customer interactions and competing priorities while maintaining accuracy and professionalism.
• A positive, professional, and solutions-oriented approach.
• Strong attention to detail and consistent follow-through.
• Comfort working on the phone and computer throughout the workday.
• Proficiency with computer systems and the ability to learn dealership CRM and service scheduling platforms.
• Basic Microsoft Office proficiency.
• The ability to work independently while contributing positively to a team environment.
• Dependability, reliable attendance, and the ability to adapt to changing priorities and business needs.

Automotive Service BDC, dealership, call center, appointment scheduling, or comparable customer-service experience is preferred. Experience with CDK and Xtime is a plus.

What Success Looks Like

A successful Service BDC Representative understands that every call, message, and appointment is part of the customer's overall experience with Johnson Automotive.

Success in this role means:

• Providing prompt, professional, and friendly customer communication.
• Accurately scheduling service appointments and capturing complete customer and vehicle information.
• Maintaining accurate and timely customer records.
• Following through consistently on inbound and outbound customer needs.
• Managing a high volume of customer interactions while maintaining quality and attention to detail.
• Supporting dealership Service teams through effective communication and coordination.
• Contributing to customer satisfaction and appointment productivity.
• Being dependable, engaged, and available throughout scheduled working hours.
• Working collaboratively with fellow BDC Representatives and dealership personnel.
• Adapting to changing priorities and helping the department maintain consistent customer coverage.

Schedule

This is a full-time, on-site position within Johnson Automotive's centralized Service BDC at Johnson Lexus of Raleigh.

Because the BDC supports multiple dealerships across extended operating hours, team members are assigned regular schedules based on departmental needs. Weekday shifts may begin as early as 7:30 a.m. or end as late as 7:00 p.m.

Saturday availability is required on a rotating basis. Saturday shifts generally fall between 7:30 a.m. and 5:00 p.m., with rotation frequency based on the dealership or business unit supported.

Reliable attendance and reasonable scheduling flexibility are important because maintaining consistent phone and customer coverage throughout the business day is essential to the department.

Why Johnson Automotive?

The Service BDC sits at the intersection of customer service, communication, and dealership operations. It's an opportunity to develop valuable automotive-industry experience while helping customers across multiple Johnson Automotive dealerships.

You'll work as part of a team, receive ongoing training and coaching, develop knowledge of automotive service operations, and gain experience with the systems and processes that support our dealerships.

For someone who enjoys helping people and wants to grow within the automotive industry, the Service BDC can also provide valuable experience for future opportunities in Service, customer relations, BDC leadership, and other dealership operations.

As part of Johnson Automotive, you'll join an established automotive organization that values exceptional customer experiences, teamwork, professionalism, accountability, and people who take pride in doing their jobs well.

If you're great on the phone, strong with the details, and genuinely enjoy helping people, we'd like to talk with you.

Full-Time Benefits

• Paid Holidays
• Paid Time Off
• 401(k) with Company Match
• Employee Referral Program
• Employee Discounts

Benefits following 60 days of employment include:

• Medical, Dental, and Vision Insurance
• Employer-Paid and Voluntary Life Insurance
• Short-Term and Long-Term Disability
• Accident, Critical Illness, and Hospital Insurance
• Healthcare and Dependent Care Savings Accounts
• Employee Assistance Program
• Pet Insurance, Will Preparation Services, and Travel Assistance

Ready to join the team? Apply today and start a conversation with Johnson Automotive.

Johnson Automotive participates in E-Verify and is an Equal Opportunity Employer. We consider qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable law.

Safety Matters: All employment offers are contingent upon satisfactory completion of a Background Check, Drug Test, and Motor Vehicle Report.