Ford BDC Representative

Job Description

Job Description

Job Title :

Ford Service Department BDC Representative

Job Summary :

The Service BDC Representative plays a key role in ensuring an exceptional customer experience by handling inbound and outbound communications related to service appointments, maintenance reminders, and follow-ups. This position supports the service department by efficiently managing scheduling, customer inquiries, and retention efforts through phone, email, and text communications.

Key Responsibilities :

Answer inbound service department calls promptly and professionally; provide accurate information regarding services, appointment availability, and dealership offerings.

Make outbound calls and texts to schedule maintenance, confirm appointments, and follow up on declined services or missed appointments.

Manage and monitor the service appointment schedule to maximize shop capacity and technician efficiency.

Accurately enter customer and vehicle information into the dealership management system (DMS).

Follow up with customers after service visits to ensure satisfaction and promote future service retention.

Maintain knowledge of current service promotions, recall campaigns, and maintenance guidelines.

Assist in coordinating transportation (shuttles, loaners, etc.) when applicable.

Collaborate closely with service advisors and management to ensure seamless communication between customers and the service team.

Meet daily, weekly, and monthly performance targets related to outbound calls, appointment setting, and show rates.

Qualifications :

High school diploma or equivalent; associate degree preferred.

Previous customer service, call center, or dealership experience highly preferred.

Strong communication skills, both verbal and written.

Excellent organizational and time management abilities.

Comfortable working with phones, CRM tools, and dealership management systems.

Friendly, patient, and professional demeanor.

Bilingual (English / Spanish) a plus.

Work Environment :

Full-time position; may include Saturday shifts.

Primarily office-based within the dealership.

Fast-paced, team-oriented environment.