Service BDC Representative - Group 1 Toyota Rivertown

Overview

We are looking for a high-energy, results-driven Service BDC Agent to be the 'voice' of our service department. Your primary goal is to turn inbound inquiries and outbound reminders into scheduled service appointments. This role is perfect for someone who thrives in a fast-paced environment and enjoys building rapport over the phone, text, and email.

In addition to competitive pay, we offer our associates the following benefits:

• Attractive Commission Structure: Performance-based bonuses for every appointment that is set and 'shows'.
• Career Growth: Clear pathways to becoming a Service Advisor, BDC Manager, or Sales Consultant.
• Full Benefits:Medical, Dental, Vision, 401(k), and Paid Time Off.
• Perks:Employee discounts on vehicle purchases, parts, and service repairs.

Responsibilities

• Lead Response: Respond to all service inquiries and website leads within minutes.
• Appointment Setting: Manage high-volume inbound/outbound calls to schedule vehicle maintenance, repairs, and recalls.
• Outbound Outreach: Conduct 160+ daily outbound touches for service reminders, missed appointments, and declined service follow-ups to keep the service drive full.
• CRM Management: Log every interaction with 100% accuracy in our CRM/Xtime.
• Goal Tracking: Meet or exceed daily KPIs for call volume, appointment set rates, and appointment show rates.
• Customer Education: Promote current dealership service specials and maintenance packages to maximize upsell opportunities.

Qualifications

• Experience: Previous experience in a call center, dealership, or high-volume customer service role is highly preferred.
• Tech Savvy: Skilled in using CRM software, Microsoft Office, and Xtime.
• Communication: Elite phone etiquette and the ability to follow professional scripts while remaining personable.
• Resilience: A 'can-do' attitude and the ability to handle customer objections with empathy.
• Availability: Monday-Friday 9-6, Saturday 9-7, including rotating Saturdays.

Equal Opportunity Employer

We are an Equal Opportunity Employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status. Employment may be contingent upon successful completion of a background check and/or drug screening.