The J. Allen Toyota Service BDC Agent & Rental Associate plays a key role in delivering exceptional customer service while supporting the service department’s scheduling, outreach, and rental operations. This position is responsible for handling inbound and outbound calls, scheduling service and mobile service appointments, assisting with recall outreach, and coordinating communication between the Service, Parts, Rental, and Sales departments.
The ideal candidate is detail-oriented, organized, self-motivated, and comfortable working independently in a fast-paced environment while providing a professional and friendly experience for every customer.
Customer Communication & Scheduling
Professionally answer inbound phone calls related to the service department and assist customers with scheduling service appointments based on their needs and technician availability.
Properly schedule appointments using the dealership’s DMS or CRM system, ensuring accurate entry of customer and vehicle information.
Coordinate Mobile Service appointments when appropriate, based on eligibility and technician routing.
Make outbound reminder calls for upcoming service appointments to confirm attendance and reduce no-show rates.
Customer Outreach & Retention
Conduct outbound calls using the dealership’s internal database to generate new business and follow up with past service customers.
Proactively check for open brand recalls and contact affected customers to schedule necessary repairs.
Utilize promotional call lists provided by the dealership to support service and sales campaign efforts.
Department Coordination
Collaborate with the Parts Department to notify customers when special orders or parts arrive and assist with scheduling service once parts are available.
Accurately transfer calls to the appropriate department when necessary while maintaining a professional and courteous tone.
Assist the Rental Department with reservation scheduling, ensuring customer needs and vehicle availability align.
Administrative & Team Responsibilities
Attend required staff meetings, team huddles, and training sessions as requested by management.
Maintain a clean and professional appearance while representing the dealership.
Handle sensitive customer and company information with strict confidentiality.
Ensure all documentation is complete and compliant with company policies and regulatory standards.
Perform additional duties and special projects as assigned by management.
High school diploma or equivalent required
Previous call center, customer service, or dealership experience preferred
Strong phone, communication, and interpersonal skills
Basic computer proficiency; CRM or DMS experience is a plus
Ability to work independently and manage time effectively
Comfortable working in a fast-paced environment with frequent multitasking
Strong attention to detail and organizational skills
Ability to sit for extended periods while using a computer and phone
Manual dexterity for typing and data entry
Occasional walking or standing as required by the role
Full-time position with flexibility for rotating Saturdays and extended service hours as needed.