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Ford of Murfreesboro · 1 month ago

Service BDC Representative

Murfreesboro, TN, 37129, US

Full-time

Onsite

New Grad, Entry Level

Ford of Murfreesboro is seeking a motivated, customer-focused Service BDC Representative to join their Business Development Center. This role is essential in supporting the service department by managing communication, scheduling appointments, and ensuring an exceptional customer experience.

Retail

Responsibilities

Answer inbound calls promptly and professionally for service inquires, maintenance needs, recall questions, and general service department support

Schedule service appointments, manage the service calendar, and ensure accurate customer information is entered in the CRM

Make outbound calls for appointment reminders, declined services, maintenance follow-ups, CSI outreach, and manufacturer recall campaigns

Maintain clear communication with service advisors and the service manager regarding customer needs and scheduling capacity

Ensure high customer satisfaction through courteous, consistent communication and timely follow-up

Log all customer interactions accurately and consistently in the CRM system

Meet daily, weekly, and monthly contact/appointment goals set by management

Support ongoing customer-retention efforts by delivering a positive, helpful experience every time

Qualification

CRM toolsCustomer serviceCall center experienceScheduling systemsMultitaskingProfessional phone presenceWritten communicationVerbal communicationOrganizational skillsCustomer-first mindset