SERVICE BDC APPOINTMENT COORDINATOR

Nimnicht Buick GMC is looking for a full-time Service Business Development Center (BDC) Coordinator that will be responsible for handling inbound and outbound communications to ensure an exceptional service experience for every customer. This role focuses on appointment scheduling, customer follow-up, and maintaining consistent communication to drive service traffic, enhance retention, and support overall service department goals.

Key Responsibilities

• Answer all inbound service calls promptly and professionally, providing accurate information and scheduling appointments.
• Make outbound calls to confirm, reschedule, and follow up on service appointments.
• Conduct service reminders, overdue maintenance reminders, and follow-ups on declined services.
• Maintain detailed and accurate records of all customer interactions in the CRM system.
• Ensure proper appointment routing to advisors and technicians to maximize shop productivity and efficiency.
• Follow established phone and email scripts while maintaining a friendly, professional, and customer-focused tone.
• Handle customer concerns or escalate issues to the appropriate manager when necessary.
• Support dealership retention efforts by engaging with customers before and after service visits.
• Assist with service marketing campaigns, such as seasonal maintenance specials, recalls, and warranty promotions.
• Collaborate with the Service Advisors, Technicians, and Managers to ensure excellent communication and a seamless customer experience.
• Meet or exceed daily, weekly, and monthly performance goals for call volume, appointments set, and show rates.

Qualifications

• Minimum 1 year previous BDC, call center, or customer service experience preferred (automotive experience is a plus).
• Strong verbal and written communication skills with a clear, professional phone voice.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Proficiency with computers, CRM systems, and Microsoft Office Suite.
• Team player with a positive attitude and commitment to customer satisfaction.
• High school diploma or equivalent required; some college preferred.
• Be able to pass a background and drug test