Lead Automotive Customer Service Representative (Service BDC Agent)
Groove Toyota, Englewood, Colorado, United States, 80110
Lead Service BDC Agent
We are seeking an experienced and motivated Lead Service BDC Agent to oversee daily customer communication for our Customer Service Department. This role is ideal for someone who excels at customer service, leads by example, and thrives in a fast-paced automotive environment. You will serve as the point person for Service BDC agents while ensuring exceptional customer experiences and strong appointment-setting performance. Key Responsibilities: Handle inbound and outbound customer calls, texts, and emails related to service appointments Lead, support, and coach Service BDC agents to meet daily and monthly performance goals Monitor call quality, appointment accuracy, and follow-up processes Assist with scheduling service appointments and confirming upcoming visits Resolve escalated customer concerns professionally and efficiently Maintain accurate customer information in the CRM and DMS Collaborate closely with Service Advisors and Service Management Track performance metrics and assist with reporting as needed Requirements: Automotive dealership experience required (Service BDC or Service Advisor experience preferred) Strong leadership and coaching skills Excellent verbal and written communication skills Comfortable handling high call volume and multitasking Proficient with CRM systems and dealership software (CDK preferred) Professional, positive, and customer-focused attitude Reliable, organized, and detail-oriented Must be at least 18 years of age Valid in-state driver's license and have and maintain an acceptable, safe driving record Ability to pass a pre-employment background check and drug screen for illegal substances Authorized to work in the United States What We Offer: Competitive pay based on experience Medical, dental, and vision insurance Paid time off and holidays 401(k) with company match Opportunities for growth within the dealership Supportive team environment How to Apply: If you're passionate about customer service, enjoy leading a team, and have automotive experience, we'd love to hear from you. Apply today to join a dealership that values professionalism and customer satisfaction.
We are seeking an experienced and motivated Lead Service BDC Agent to oversee daily customer communication for our Customer Service Department. This role is ideal for someone who excels at customer service, leads by example, and thrives in a fast-paced automotive environment. You will serve as the point person for Service BDC agents while ensuring exceptional customer experiences and strong appointment-setting performance. Key Responsibilities: Handle inbound and outbound customer calls, texts, and emails related to service appointments Lead, support, and coach Service BDC agents to meet daily and monthly performance goals Monitor call quality, appointment accuracy, and follow-up processes Assist with scheduling service appointments and confirming upcoming visits Resolve escalated customer concerns professionally and efficiently Maintain accurate customer information in the CRM and DMS Collaborate closely with Service Advisors and Service Management Track performance metrics and assist with reporting as needed Requirements: Automotive dealership experience required (Service BDC or Service Advisor experience preferred) Strong leadership and coaching skills Excellent verbal and written communication skills Comfortable handling high call volume and multitasking Proficient with CRM systems and dealership software (CDK preferred) Professional, positive, and customer-focused attitude Reliable, organized, and detail-oriented Must be at least 18 years of age Valid in-state driver's license and have and maintain an acceptable, safe driving record Ability to pass a pre-employment background check and drug screen for illegal substances Authorized to work in the United States What We Offer: Competitive pay based on experience Medical, dental, and vision insurance Paid time off and holidays 401(k) with company match Opportunities for growth within the dealership Supportive team environment How to Apply: If you're passionate about customer service, enjoy leading a team, and have automotive experience, we'd love to hear from you. Apply today to join a dealership that values professionalism and customer satisfaction.