Job Description
Job DescriptionOverview
The Graff Automotive Group is launching a new centralized BDC to serve our Ford, Chevrolet, Kia, Toyota, and Chevrolet GMC dealerships in Northwest Indiana. The BDC Service Representative is the first point of contact for service customers, responsible for delivering the “Graff Difference” through proactive communication, appointment setting, and customer care. This role ensures that every guest’s service experience is simple, convenient, and memorable, contributing to customer satisfaction and long-term retention.
Key Responsibilities
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Handle inbound service calls, emails, and online inquiries with professionalism and urgency.
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Outbound call campaigns for service reminders, declined work follow-up, recalls, and retention initiatives.
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Schedule service appointments efficiently across all Graff service departments.
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Confirm appointments and provide guests with necessary pre-visit information (hours, transportation, specials, etc.).
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Maintain accurate records in the CRM, documenting all customer interactions.
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Work closely with Service Advisors and Managers to ensure smooth handoff and excellent guest experiences.
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Monitor and follow up on missed appointments, no-shows, and overdue maintenance.
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Assist in achieving CSI, retention, and appointment-setting goals set by the centralized BDC.
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Support group-wide initiatives such as loyalty programs, seasonal campaigns, and community-focused service drives.
Qualifications
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Previous BDC, call center, or customer service experience preferred (automotive industry experience a plus).
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Strong phone, written, and interpersonal communication skills.
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Ability to multitask, prioritize, and work in a fast-paced environment.
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Comfortable using CRM/DMS systems and standard office software.
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Positive, team-oriented attitude with a commitment to delivering excellent customer service.
Core Competencies
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Customer Focus: Demonstrates empathy, patience, and problem-solving with every guest interaction.
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Process Driven: Follows structured appointment-setting and follow-up processes to ensure consistency.
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Adaptability: Comfortable working across multiple brands and service departments.
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Team Player: Collaborates with BDC colleagues, service advisors, and managers to meet goals.
Benefits
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Competitive pay plan with performance incentives.
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Medical, dental, and vision insurance.
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401(k) with company match.
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Paid time off and holidays.
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Career growth opportunities across the Graff Automotive Group.