BDC/Call Center Representative

Job Summary: We are seeking a customer-focused, detail-oriented BDC/Call Center Representative to join our team. This position serves as the first point of contact for our service customers, handling inbound and outbound calls, scheduling appointments, and ensuring a smooth, professional experience from initial contact to final follow-up. The ideal candidate is friendly, organized, and committed to delivering exceptional customer service in a fast-paced environment. This role is an excellent entry point for those looking to grow within the service department, providing a strong foundation for advancement into other positions. At Ted Britt, we value teamwork, integrity, and consistent processes. The call center representative plays a key role in upholding these values through direct customer interaction. All BDC representatives are cross trained in the loaner car process, cashiering, and call handling. Each team member also participates in in-shop shadowing days to gain a thorough understanding of the services they support and communicate to customers.

We Offer

• Competitive Pay
• Ongoing professional training
• Excellent benefits package including
• Medical
• Dental
• Vision
• Life, Long Term Disability, Critical Illness, Accident Insurance
• Legal Shield
• 401(k) and profit-sharing plan with employer match
• Paid Holiday, Sick and Vacation
  
  

Key Responsibilities:

• Answer inbound calls promptly and professionally using dealership scripts and protocols.
• Make outbound calls to confirm appointments, follow up on declined services, and perform customer satisfaction surveys.
• Schedule service appointments accurately while optimizing the shop's capacity.
• Input and update customer information in CRM and DMS systems (Reynolds & Reynolds preferred).
• Respond to web and text leads in a timely manner.
• Coordinate loaner vehicle requests and service shuttle needs when applicable.
• Provide status updates to customers regarding their vehicle's service progress.
• Assist in recall/FSA outreach campaigns and special service events.
• Work closely with service advisors, parts department, and management to ensure seamless customer communication.
• Maintain high CSI and follow all dealership policies for customer interaction.
• Handle escalated customer concerns professionally and redirect to management when necessary.
  
  

Qualifications:

• Previous customer service experience required (automotive preferred).
• Strong phone and communication skills.
• Ability to multitask and handle a high call volume efficiently.
• Proficiency in Microsoft Office Required
• Must have strong computer skills
• Must be willing to sit for extended periods of time
• Must have good telephone presence
• Must be reliable, punctual, and maintain a professional appearance and demeanor.
• Bilingual (English/Spanish) is a plus.