About the Role
The Service BDC Representative is responsible for handling inbound/outbound service calls scheduling appointments and delivering an exceptional guest experience that drives shop capacity and retention.
Key Responsibilities
Answer inbound calls texts and emails; triage concerns and schedule service appointments
Proactively place outbound calls/texts for declined work maintenance due recalls and no-shows
Verify customer/vehicle info transportation needs (loaner shuttle Lyft) and advisor assignment
Follow call guides and objection-handling scripts; convert price shoppers to appointments
Send confirmations reminders and follow-ups; document all interactions in CRM/DMS
Coordinate with Service Advisors/Loaner Team to balance capacity and meet daily targets
Support CSI follow-ups and close the loop opportunities
Meet/exceed KPIs: show rate conversion rate appointments set per day response time CSI
Qualifications
1 year call center BDC or dealership service experience preferred (automotive a plus)
Strong phone etiquette typing speed and CRM/DMS proficiency (Tekion/CDK/MyKaarma helpful)
Clear written/verbal communication; bilingual English/Spanish a plus
Organized coachable and comfortable in a fast-paced metrics-driven environment
Flexible availability (early mornings some Saturdays)
Schedule/Compensation
Benefits eligible per company policy
EEO
We are an equal opportunity employer.
Murgado Automotive Group is an equal opportunity employer. Murgado Automotive Group does not discriminate in employment on account of race/ethnicity color religion national origin gender sexual orientation/transgender status age disability martial/parental status citizenship status military status political affiliation and/or beliefs pregnancy order of protection status or other non-merit status.
We are an employer who participates in the E-verify program with the Department ofHomeland and Security.
Automotive Service BDC
