What are the responsibilities and job description for the Lead Service BDC Agent (Automotive Customer Service) position at Harbor Auto Group?
Now Hiring: Lead Service BDC Agent
Join Our Team Across Three Dealerships!
We are looking for a Lead Service BDC Agent to oversee and manage our Service Business Development Center (BDC) operations across our three dealerships. This key role is responsible for driving customer engagement, optimizing service appointment scheduling, and leading our BDC team to deliver exceptional customer experiences.
Responsibilities:
-Oversee the daily operations of the Service BDC across all three locations
- Train, mentor, and lead a team of BDC agents to meet performance goals
- Monitor inbound and outbound call quality, ensuring top-tier customer interactions.- Handle incoming customer calls promptly and courteously
- Schedule service appointments and follow-up with customers on timely basis
- Provide accurate information about service recommendations
- Track all customer contact activities in Customer Relationship Management (CRM) system
- Assist customers with general questions about services provided
- Handle customer objections and find solutions
- Follow-up on customers regarding service visits
- Implement and refine strategies to increase service appointment bookings and customer retention
- Work closely with the service managers and advisors to enhance workflow efficiency
- Utilize CRM and dealership software to track and improve BDC performance
- Handle escalated customer concerns and ensure prompt resolution
Qualifications:
- Previous experience in an automotive service BDC or similar customer service leadership role
- Strong communication and organizational skills
- Proven ability to lead a team and drive results
- Familiarity with dealership CRM and scheduling software
- A customer-first mindset with a proactive approach to problem-solving
Why Join Us?
• Competitive salary and benefits package
• Opportunity to lead and grow a high-performing team
• Work in a dynamic and supportive dealership environment
• Play a key role in enhancing customer satisfaction and service operations
If you’re a motivated leader with a passion for customer service and automotive operations, we want to hear from you!
Apply today!
