Department:

Service /

Fixed Operations Reports To:

Service Director Position Type:

Full-Time Position Summary The Service BDC / Porter is a hybrid, customer-facing position designed to support the Service Department by generating service appointments, improving customer retention, recovering declined work, increasing Ford FSA completion, and providing convenient transportation services for customers. This position combines traditional porter and customer transportation responsibilities with proactive Service BDC activities. The employee will contact customers from dealership and Ford-provided lead lists, schedule service appointments, follow up on previously declined repairs, reactivate customers who have not recently serviced with the dealership, coordinate vehicle pickup and delivery, provide shuttle transportation, and assist with the daily movement of customer vehicles. The goal of this position is to provide an outstanding customer experience while directly contributing to increased repair orders, shop hours, customer retention, and Service Department revenue. Service BDC & Appointment Scheduling Make outbound calls to customers from the dealership's Consolidated Leads List and other assigned service lead sources. Work the Ford FSA/VIN List to identify and contact customers with vehicles affected by open Field Service Actions, recalls, Customer Satisfaction Programs, or other eligible Ford campaigns. Explain the reason for the requested service visit and assist the customer with scheduling an appointment. Schedule appointments accurately in the dealership scheduling system. Confirm customer contact information, VIN/vehicle information, mileage, transportation needs, and primary service concerns. Make multiple appropriate follow-up attempts when customers cannot initially be reached. Maintain accurate notes and properly disposition every assigned lead. Assist with appointment confirmations and rescheduling. Work closely with Service Advisors to ensure appointments are properly prepared before customer arrival. Help build an effective daily service schedule based on shop capacity and technician availability. Declined Service Follow-Up Review customer-pay repairs and maintenance recommendations that were previously declined. Contact customers following their service visit to remind them of outstanding recommendations. Explain the importance of completing recommended maintenance or repairs without using high-pressure sales tactics. Answer basic questions and transfer technical or pricing questions to a Service Advisor when appropriate. Schedule return appointments for customers ready to complete previously declined work. Maintain detailed records of contact attempts, customer responses, appointments, and outcomes. Work with Service Advisors to identify high-value or safety-related declined recommendations requiring priority follow-up. Continue appropriate follow-up until the work is scheduled, completed, declined again, or the customer requests no additional contact. Track appointments and revenue generated from declined-service follow-up. Customer Reactivation & Retention Identify customers who have not returned to the dealership for service within the previous 6-12 months or another timeframe established by management. Proactively contact inactive customers and invite them back to the dealership. Review available vehicle information to identify potential maintenance needs, mileage-based services, open FSAs, or other service opportunities. Ask customers about their current vehicle ownership and update dealership records when vehicles have been sold, traded, or replaced. Schedule maintenance and repair appointments for returning customers. Promote available dealership service conveniences such as Pickup & Delivery and customer shuttle service when appropriate. Track customers successfully reactivated and the resulting repair orders, labor hours, and sales. Help identify reasons customers stopped servicing with the dealership and communicate recurring concerns or trends to the Service Director. Vehicle Pickup & Delivery Pick up customer vehicles from their home or workplace for scheduled service appointments. Safely return completed vehicles after service. Perform a basic vehicle walk-around during pickup and delivery and document noticeable existing damage when required. Verify customer information, keys, requested services, and transportation arrangements. Maintain communication with the dealership and customer regarding pickup and delivery timing. Treat every customer's vehicle and personal property with care and professionalism. Follow dealership procedures regarding vehicle custody, mileage, keys, and customer property. Customer Shuttle Provide courteous and professional shuttle transportation for service customers. Transport customers to their home, workplace, rental-car location, or other approved local destination. Coordinate shuttle trips efficiently to minimize customer wait times. Maintain a clean and professional dealership shuttle vehicle. Represent the dealership professionally during every customer interaction. Porter & Service Lane Support Move customer vehicles through the service drive, parking areas, and shop as needed. Stage vehicles for technicians, Service Advisors, Pickup & Delivery, and customer pickup. Assist Service Advisors with locating vehicles and keys. Help maintain an organized service drive and customer parking area. Assist with keeping the service lane, shuttle, and customer-facing areas clean and presentable. Perform additional Service Department support duties as assigned by management. Customer Service Expectations Every interaction should reinforce the dealership's commitment to providing a 5-star customer experience . The Service BDC / Porter is expected to: Communicate with customers in a friendly, professional, and confident manner. Make outbound calls feel like a service to the customer rather than a telemarketing call. Clearly explain why the dealership is contacting the customer. Respect customers' time and communication preferences. Take ownership of customer requests and ensure they reach the appropriate Service Advisor or manager. Maintain a professional appearance and attitude. Protect customer and dealership information. Key Performance Indicators Performance should be measured so the position's contribution to the Service Department can be clearly demonstrated. BDC Activity Outbound calls completed Customers contacted Contact rate Appointments scheduled Appointment show rate Repair orders generated Ford FSA Performance FSA/VIN customers contacted FSA appointments scheduled FSA appointment show rate FSA repairs completed Declined Service Declined-service customers contacted Declined work appointments recovered Declined dollars recovered Customer-pay labor hours recovered Customer-pay labor and parts sales generated Customer Retention Inactive customers contacted Customers reactivated Reactivation appointments scheduled Reactivated repair orders Labor hours and sales generated from reactivated customers Customer Convenience Pickup & Delivery appointments completed Shuttle customers transported On-time Pickup & Delivery performance Customer satisfaction / CSI Qualifications Valid driver's license with an acceptable driving record Comfortable driving a variety of customer vehicles Strong verbal communication and telephone skills Friendly, professional, and customer-focused personality Basic computer and data-entry skills Ability to learn dealership scheduling and customer-management systems Ability to stay organized while managing multiple responsibilities Dependable attendance and punctuality Ability to work independently while functioning as part of the Service Department team Previous dealership, customer-service, call-center, or BDC experience preferred but not required Physical Requirements Ability to enter and exit vehicles repeatedly throughout the workday Ability to walk and stand for extended periods Ability to work outside in varying weather conditions Ability to safely operate vehicles of different sizes and configurations Ability to perform light lifting and general porter duties as needed

Job Type:

Full-time Pay:

$30,000.00 - $45,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Flexible schedule Health insurance Life insurance Paid time off Professional development assistance Vision insurance

Work Location:

In person