Service BDC Call Center Representative

Arrow Ford is looking for a highly motivated Service BDC Call Center Representative to join our growing service team. This role is responsible for handling inbound and outbound customer communications for the service department, scheduling appointments, following up with customers, and helping deliver an exceptional customer experience from the first phone call to vehicle pickup.

The ideal candidate is energetic, organized, customer-focused, and comfortable working in a fast-paced dealership environment. Strong communication skills and the ability to multitask are essential.

Responsibilities

• Answer inbound phone calls, text messages, emails, and online service inquiries
• Schedule service, maintenance, recall, and diagnostic appointments
• Follow up with customers regarding missed appointments, declined services, and future maintenance needs
• Conduct outbound calls and campaigns to drive service traffic and customer retention
• Confirm appointments and maintain accurate customer records in DMS and scheduling systems
• Communicate professionally and clearly with customers regarding service timelines and expectations
• Coordinate with service advisors, dispatch, and management to maximize shop efficiency
• Monitor appointment availability and help maintain proper scheduling flow
• Assist with customer satisfaction follow-up and online reputation management
• Meet daily, weekly, and monthly appointment and performance goals

Qualifications

• Previous customer service, call center, BDC, or dealership experience preferred
• Strong phone and communication skills
• Positive attitude with a professional appearance and demeanor
• Ability to multitask in a high-volume environment
• Basic computer and typing skills
• Experience with dealership systems is a plus
• Dependable attendance and strong work ethic
• Bilingual is a plus but not required

Arrow Benefits

• Six days of Paid Time Off each year to be used at the employee's discretion
• One week of vacation after one year, two weeks of vacation after three years, and three weeks of vacation after 10 years
• Custom and competitive wage plans
• Employee discounts
• Low-deductible health insurance
• Vision insurance
• Dental insurance
• Voluntary insurance options (disability, cancer insurance, etc.)
• 401(k) savings plan with company match
• Holiday pay
• Closed on Sundays

What Makes Us Different

• I-CAN Kids – Arrow Ford provides free childcare for its employees through the I-CAN Kids program. I-CAN Kids is an on-site child recreation program for school aged children. After school care is offered throughout the school year as well as full-time childcare on Saturdays, holidays, bad weather days, and during the summer holiday. Arrow leadership understands the financial burden that childcare can put on a family. Arrow employees have peace of mind knowing their child is in a safe and enriching environment while only being a few steps away.
• Arrow Academy – Arrow Ford invests in its employees’ career aspirations and provides programs for sales and service to grow from entry level to mastery through Arrow Academy. Our sales team participate in a 120-day paid training with the Owner, General Sales Manager, and leadership team to mentor and prepare you for a successful sales career. For our technicians, Arrow Academy offers a career ladder training program to elevate the skills of automotive technicians of any level. Our in-house Technical Trainer works with our technicians in conjunction with extensive training offered by Ford Motor Company to support our technicians as learn new skills and accomplish their career goals. Arrow Ford is a Registered Apprenticeship Program through the Department of Labor and has a partnership with Cisco College and Collegiate Edu-Nation to offer coursework and training for automotive technicians.
• Employee Assistance and Enrichment – The Arrow Employee Committee plans employee activities including an employee picnic, Thanksgiving potluck, Christmas party, cooking competitions and other events.

More About Arrow

Arrow Ford is locally owned and operated in Abilene, Texas, since 1964. The Arrow family includes Ford, Mitsubishi, Loan Arranger, Arrow Point Auto Mall, Arrow Service Department, Quick Lane, Body Shop, Rental Car, and Auto Accessories & More. Our mission is to help our customers, coworkers, and communities so that they can accomplish their goals.

At Arrow Ford Dealerships, we strive to provide the best value in your vehicle ownership experience. That's why we created Arrow For Life, a comprehensive program that offers an Engine For Life Guarantee, lifetime oil changes, and so much more at no cost to our guests. Arrow believes in investing in both our community and our staff. Every employee at Arrow Ford Dealerships is absolutely critical to its success, and we’re always looking for smart, engaging, and dynamic people who want to join a team where they matter.

Your professional development is one of our top priorities. That's why we're proud to offer our staff members with a comprehensive benefits package, competitive compensation plans, and opportunities to grow your career with us.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.