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Open nowFirst seen 10 hours ago

Service BDC

southern441toyota25 open roles

Where
Royal Palm Beach, FL
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Your applicationOpen nowService BDCsouthern441toyota · Royal Palm Beach, FL

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  2. 3.4%3 days
  3. 7.8%7 days
  4. 14.3%14 days
  5. 33.7%30 days
This job: first seen 10 hours ago

The posting

Service BDC Agent

Location: Royal Palm Beach, FL Job Type: Full-Time

Position Summary

The Service BDC Agent supports the Service Department by communicating with customers, scheduling service appointments, following up on service opportunities, and driving customer retention and service-lane traffic. This role requires strong communication skills, a positive attitude, extreme attention to detail, and the ability to manage a high volume of phone calls, text messages, emails, and customer follow-up. The ideal candidate is customer-focused, organized, motivated by results, and comfortable working in a fast-paced automotive dealership environment utilizing industry-leading software platforms.

Essential Duties & Responsibilities

Inbound & Outbound Communication

  • Inbound Management: Handle incoming service calls, texts, and emails to assist customers with scheduling appointments.
  • Outbound Campaigns: Call customers regarding maintenance needs, declined services, missed appointments, recalls, and marketing initiatives.
  • Lead Monitoring: Monitor assigned leads and follow-up opportunities to ensure customers receive timely communication.
  • Appointment Confirmation: Confirm upcoming service appointments and communicate relevant arrival details to customers.
  • Rescheduling Care: Follow up with customers who missed or canceled appointments to successfully reschedule them.

Departmental Support & Data Integrity

  • Capacity Scheduling: Schedule appointments accurately using Xtime, aligning customer needs with shop capacity and Service Department availability.
  • CRM & DMS Data Entry: Maintain accurate customer contact information and highly detailed notes within Reynolds and Reynolds and dealership systems.
  • Internal Coordination: Communicate effectively with Service Advisors and Service Management to escalate issues when appropriate.
  • Metric Achievement: Meet or exceed department goals for outbound dials, appointments scheduled, and appointment show rates.
  • Professional Development: Participate in ongoing training and coaching sessions to improve performance.

Qualifications & Requirements

  • Communication: Excellent verbal and written communication skills with a strong, professional phone presence.
  • Multitasking: Proven ability to prioritize responsibilities and multitask in a high-volume, fast-paced environment.
  • Outbound Comfort: Comfortable making a significant number of outbound customer phone calls each day.
  • Tech-Savvy: Proficiency with automotive software; hands-on experience with Reynolds and Reynolds (ERA/Ignite) and Xtime is highly preferred.
  • Reliability: Dependable attendance, strong punctuality, and a positive, team-oriented attitude.
  • Experience: Automotive dealership, call center, BDC, or customer service experience is preferred.
  • Language: Bilingual in English and Spanish is a major plus for our local market.

What We Offer

  • Competitive Compensation: Base hourly pay plus performance-based monthly bonuses tied to appointment show rates.
  • Comprehensive Benefits: Medical, dental, and vision insurance plans.
  • Retirement Security: 401(k) plan options.
  • Work-Life Balance: Paid time off (PTO) and vacation days.
  • Career Growth: Ongoing professional training and clear pathways for internal advancement.

Performance Expectations

Success in this position is measured through a combination of customer experience and operational results:

  • Appointment Metrics: Individual appointment-setting performance and appointment show rates.
  • Activity Levels: Daily outbound call volume and general customer-contact activity.
  • Speed to Contact: Response time to inbound digital opportunities and follow-up completion.
  • Data Accuracy: Precision of booked appointments and customer information entered into Xtime and Reynolds and Reynolds.

Core Competencies

  • Customer-focused and professional
  • Results-oriented and accountable
  • Organized with strong follow-up habits
  • Adaptable problem solver
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