Service Coordinator

About the role

The Service Coordinator / BDC Representative is the first and last voice our service customers hear. You'll fill the appointment schedule, keep customers updated while their vehicle is in the shop, and close out every repair order at pickup.

This role sits at the center of the service drive. You'll work side by side with our service writers, parts department and technicians to keep work moving and customers informed. The right person is organized, calm on a busy phone line, and takes ownership of follow-through.

Key responsibilities

BDC and appointment scheduling

• Answer inbound service calls, texts, emails and online chat promptly and professionally
• Book, confirm and reschedule service appointments in the DMS and online scheduler, balancing shop capacity and technician availability
• Make outbound calls for recalls, declined repairs, maintenance reminders, lapsed customers and missed appointments
• Send appointment confirmations and day-before reminders to reduce no-shows
• Log every customer contact and outcome in the CRM/DMS

Customer communication

• Provide status updates on vehicles in service and coordinate with writers on approvals for additional work
• Arrange loaner vehicles, rentals and shuttle rides as needed
• Handle routine questions on hours, pricing, warranty coverage and recall status
• Escalate customer concerns to the service writer or Service Director right away

Cashiering and repair order close-out

• Review closed repair orders for accuracy before customer pickup
• Collect payment, process transactions and balance the cash drawer daily
• Walk customers through their invoice and schedule their next visit at pickup
• Prepare end-of-day paperwork and deposits for accounting

Department support

• Coordinate with parts on special-order arrivals and contact customers to schedule installation
• Make post-service follow-up calls and support CSI (customer satisfaction) efforts
• Keep the service lounge and front counter organized and welcoming
• Support service writers and warranty admin with filing, scanning and paperwork as needed

Qualifications

Required

• High school diploma or equivalent
• 1+ year in a customer service, call center, BDC or front-desk role
• Clear, friendly phone manner and strong written communication
• Comfortable with computers and learning new software quickly
• Accurate cash handling and attention to detail
• Able to manage a high volume of calls and tasks at once without losing track of follow-ups

Preferred

• Automotive dealership experience, especially in service or BDC
• Working knowledge of a dealership DMS (CDK, Reynolds & Reynolds, Dealertrack or similar) and online scheduling tools
• Familiarity with basic vehicle maintenance and repair terms
• Bilingual English/Spanish

How success is measured

• Appointments booked and appointment show rate
• Inbound call answer rate and missed-call callbacks the same day
• Outbound campaign completion (recalls, declined services, reminders)
• Repair order close-out accuracy and daily cash drawer balance
• Customer satisfaction (CSI) scores for the service department