Service BDC Agent - Tom Wood Lexus

Tom Wood Lexus in Indianapolis, IN is looking for a Service BDC Agent to join our team. This individual is responsible for managing all incoming service-related calls, scheduling appointments, following up with customers, and supporting the service department in achieving its customer satisfaction and retention goals. This position requires excellent communication skills, attention to detail, and a customer-first attitude.

Key Responsibilities :

• Handle all incoming service department calls in a professional and timely manner.
• Schedule and confirm service appointments using the dealership's CRM or DMS system.
• Make outbound calls to follow up on declined services, no-shows, and service reminders.
• Respond to customer inquiries via phone, email, or text regarding service status, wait times, or general information.
• Maintain accurate customer records and document interactions in the system.
• Work closely with service advisors and technicians to ensure a smooth customer experience.
• Upsell additional services when appropriate based on vehicle history or manufacturer recommendations.
• Meet or exceed daily, weekly, and monthly call and appointment quotas.
• Handle customer complaints or concerns and escalate when necessary.
• Participate in regular training to stay updated on product knowledge and dealership processes.

Qualifications :

Benefits :

About Tom Wood Group

The Tom Wood Group is proud to be family-owned and locally operated for over 50 years. Since our start in 1967, the Tom Wood Group has grown outside of automotive to include many franchises with locations throughout the Midwest and New Zealand.

Our Core Values : Humbly Confident, Passionately Driven, Sincere Desire to Help Others, and Uncompromising Integrity

Offers of employment are contingent upon successfully passing a background screening including a criminal background check, a review of motor vehicle record, verification of social security number, and passing a drug test at a certified testing facility. Tom Wood Group is an equal opportunity employer.