About the position

The Service BDC Representative at BMW of Brooklyn is responsible for proactively reaching out to service customers to set appointments and fill the service schedule. This position focuses on customer engagement, ensuring high-quality service consultations, and achieving productive-based commissions.

Customer Communication

Answer inbound service calls and online inquiries promptly and professionally
Schedule and confirm service appointments
Respond to customer emails, text messages, and website leads
Provide basic information about maintenance services, recalls, and service offerings

Appointment Management

Coordinate appointment availability with service manager and shop capacity
Confirm upcoming appointments and manage rescheduling requests
Ensure accurate documentation of customer concerns and vehicle information

Outbound Follow-Up

Conduct outbound calls for:
- Service reminders
- Declined service follow-up
- Maintenance due reminders
- Customer satisfaction follow-ups
- Re-engage inactive service customers

CRM & Data Management

Maintain accurate records in the dealership CRM system
Track appointment activity, call outcomes, and follow-up tasks
Monitor missed calls and ensure timely follow-up

Customer Experience

Deliver a premium customer experience consistent with BMW brand standards
Act as the first point of contact for many service customers
Assist in resolving customer questions before arrival at the dealership

Qualifications

Previous BDC, call center, or customer service experience preferred
Automotive dealership experience is a plus
Strong phone and communication skills
Ability to multitask in a fast-paced environment
Basic computer and CRM proficiency
Professional demeanor and positive attitude

Preferred Experience

Experience with dealership CRM systems such as:
- Xtime
- TSD
- MyKaarma
- DealerTrack
Knowledge of automotive maintenance services

BDC Representatives are typically measured on:

Appointment set rate
Show rate
Call handling quality
Lead response time

Compensation & Benefits

Competitive hourly pay + performance bonuses
Health, dental, and vision benefits
Paid time off
Opportunities for career growth within the dealership

BMW of Brooklyn

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