Service Business Development Center (BDC) Scheduler

Job Description

Job Description

About the Role:

As a Service Business Development Center (BDC) Scheduler, you will play a pivotal role in  in supporting our Service Department by communicating with customers, scheduling service appointments, and helping ensure a smooth and professional customer experience. The ideal candidate is an excellent communicator who is comfortable handling a high volume of phone calls, text messages, and emails while maintaining a positive and helpful attitude.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a customer service support role, preferably within a BDC or call center environment.
• Strong communication skills, both verbal and written.
• Basic computer proficiency, including experience with CRM software and Microsoft Office applications.
• Ability to multitask and manage time effectively in a fast-paced setting.

Preferred Qualifications:

• Experience in the automotive industry or related sales environment.
• Familiarity with advanced CRM platforms and lead management tools.
• Demonstrated ability to meet or exceed performance metrics in a sales support role.

Responsibilities:

• Answer inbound calls from customers looking to schedule service appointments
• Make outbound calls to customers regarding recommended maintenance, recalls, and service opportunities
• Schedule and confirm service appointments
• Respond promptly to customer inquiries by phone, text, and email
• Follow up with customers regarding missed or previously declined service
• Maintain accurate customer information and appointment notes in dealership systems
• Coordinate with Service Advisors and other Service Department personnel to help manage appointment flow
• Help maximize service appointment opportunities while providing excellent customer service
• Follow up on internet and digital service inquiries
• Maintain a professional and courteous attitude during every customer interaction
• Perform other BDC and administrative duties as needed

Skills:

The required communication skills are essential for engaging customers clearly and professionally, ensuring their needs are understood and addressed promptly. Proficiency with CRM software and other digital tools enables efficient tracking and management of customer interactions and lead information, which is critical for maintaining organized workflows. Time management and multitasking skills allow the representative to handle multiple customer contacts and administrative tasks simultaneously without compromising quality. Preferred skills such as industry-specific knowledge and advanced CRM capabilities enhance the ability to tailor conversations and follow-ups, increasing the likelihood of successful lead conversion. Additionally, problem-solving and interpersonal skills are used daily to resolve customer concerns and build trust, fostering long-term relationships that benefit both the customer and the company.