Experienced Service BDC Representative

Job Description

Job Description

About Us
At Gullo Mazda, part of the Gullo Automotive Group, we’ve built our reputation on delivering excellent customer service to the Conroe community and beyond. We’re seeking an experienced Service BDC Representative to join our Business Development Center. As the first point of contact for many of our service customers, you’ll play a vital role in scheduling appointments, building relationships, and supporting the success of our service department.

Role Responsibilities

• Answer inbound calls in a professional manner, build rapport with new and existing customers, and assist with scheduling service appointments
• Make outbound calls to confirm appointments, follow up on no-shows, and contact customers with open recalls or declined services
• Attract and retain clients by answering service-related questions via phone, text, email, and internet inquiries, ensuring timely follow-up
• Respond promptly and professionally to customer inquiries across phone, text, and email
• Achieve a daily goal of 85+ outbound calls and 5+ outbound appointments scheduled
• Send reminders and follow-ups by phone, text, or email for upcoming service visits
• Accurately document all customer interactions in CRM/CDK systems
• Support service advisors by routing calls, transferring information, or escalating customer concerns
• Work from assigned customer lists to drive retention and increase appointment volume
• Direct customers to product information resources, including those available online
• Contribute to achieving high scores for the manufacturer’s Customer Satisfaction Index (CSI)
• Meet and exceed departmental TLE, monthly, and quarterly goals

Role Qualifications

• Prior BDC, call center, or customer service experience (automotive preferred but not required)
• Strong phone presence with excellent verbal and written communication skills
• Ability to multitask, stay organized, and thrive in a fast-paced environment
• Team-oriented with a professional, positive attitude and self-motivated
• Dependable, detail-focused, and driven to meet goals
• Comfortable working with scripts, performance metrics, and computer systems
• Bilingual (English/Spanish) is a plus but not required

Benefits

• Competitive hourly pay plus performance-based bonuses
• Medical, dental, and vision insurance
• 401(k) retirement savings plan
• Paid vacation, holidays, and sick leave
• Ongoing training and career growth opportunities

Schedule

• Full-time, including some Saturdays (closed Sundays)

About Gullo Automotive Group
Founded in 1955 by Tony Gullo Sr., the Gullo family of dealerships — Gullo Toyota, Gullo Mazda, and Gullo Ford — have proudly served Montgomery County and Conroe for decades. We remain a family-owned, community-focused organization and are always looking for talented individuals to join our team.