Service Customer Representative

Job Title

Service BDR (Business Development Representative)

Location

Charlevoix, MI

About Us

Charlevoix Auto is a full-service dealership serving the Charlevoix area with a focus on professional customer care, clear communication, and consistent service execution. Our Fixed Ops team is built around quality repairs, strong workflow, and long-term customer retention.

Position Overview

We’re hiring a Service BDR to support our service department by handling inbound calls, scheduling service appointments, and driving outbound follow-up for overdue maintenance, missed appointments, and retention campaigns. This role is ideal for someone with strong phone skills, solid CRM habits, and the ability to communicate confidently and professionally with customers.

Key Responsibilities

• Answer inbound service calls and schedule appointments efficiently and accurately
• Make outbound calls/texts/emails to confirm upcoming appointments and improve show rate
• Follow up with customers on overdue maintenance, recommended services, and declined work as directed
• Re-engage customers who have not returned for service within established timeframes
• Support recall, seasonal, and service campaign outreach and appointment setting
• Document all customer interactions accurately in the CRM/DMS, including notes, outcomes, and next steps
• Coordinate with Service Advisors and management to ensure strong handoffs and smooth appointment flow
• Maintain daily activity standards (calls, appointments set, confirmations, follow-up completion)
• Provide timely updates to management on customer feedback, scheduling issues, and opportunity trends
• Uphold dealership standards for professionalism, data handling, and customer communication
• Assist filing and organizing paperwork

Qualifications

• 1+ year of customer contact experience required (BDC, call center, hospitality, or dealership experience preferred)
• Strong phone presence, clear communication, and comfort with outbound call activity
• Ability to stay organized, follow a cadence, and manage multiple tasks in a fast-paced environment
• Strong attention to detail with CRM/DMS notes, statuses, and scheduling accuracy
• Professional, customer-first attitude with strong follow-through
• Basic computer proficiency; CRM and dealership system experience is a plus
• Schedule flexibility, including some evenings and weekends as needed

Why Join Us

• High-impact role supporting service growth and customer retention
• Structured processes and leadership support to help you succeed
• Stable service environment with consistent opportunity
• Growth potential into Service Advisor, BDC leadership, or customer relations roles

Benefits

• Competitive compensation
• Medical, dental, and vision coverage options
• Paid time off and paid holidays
• 401(k) retirement plan options
• Employee discounts and dealership perks
• Training and development opportunities

How to Apply

Submit your resume and a brief overview of your phone-based customer service or BDC experience through the platform where you found this posting. Qualified candidates will be contacted for next steps.

Pay: $16.00 - $21.00 per hour

Work Location: In person