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Service Call Center Representative - Business Development Center (BDC)

Position Summary

The Call Center Representative is responsible for providing exceptional customer service by handling inbound and outbound communications, scheduling service appointments, and supporting customers throughout their service experience. This role serves as a key point of contact between customers and the dealership, helping ensure a positive customer experience while contributing to departmental goals.

The Call Center Representative works closely with Service Advisors, Service Managers, and other dealership personnel to support customer satisfaction, appointment retention, and efficient service operations. This position is ideal for an individual with strong communication skills, excellent customer service abilities, and a commitment to delivering a high-quality customer experience.

Scheduled Hours

Full-Time – 40 Hours Per Week

• Five days per week
• Monday through Friday (rotating shifts):
• 7:00 AM – 4:00 PM
• 8:00 AM – 5:00 PM
• 9:00 AM – 6:00 PM
• Every other Saturday:
• 8:00 AM – 3:00 PM
• When a Saturday is worked, a scheduled weekday off will be provided.

Key Responsibilities

Customer Service & Communication

• Answer inbound calls promptly and professionally.
• Make outbound calls to schedule, confirm, and follow up on service appointments.
• Provide accurate information regarding service offerings, maintenance schedules, and dealership procedures.
• Respond to customer inquiries with professionalism, empathy, and urgency.
• Maintain a positive and customer-focused attitude during all customer interactions.
• Escalate customer concerns to management or appropriate dealership personnel when necessary.

Appointment Scheduling & Follow-Up

• Schedule service appointments efficiently and accurately.
• Confirm upcoming appointments and conduct follow-up communications with customers.
• Assist with appointment reminders, missed appointment outreach, and customer retention initiatives.
• Ensure customer information and appointment details are accurately documented in CRM and dealership systems.
• Coordinate with Service Advisors and Service Managers to support scheduling needs and service capacity.

Call Center Operations

• Maintain productivity and quality standards established by the dealership.
• Follow dealership policies, procedures, and customer service guidelines.
• Monitor personal performance goals related to appointment setting, call handling, and customer satisfaction.
• Participate in training and development activities to improve job performance and customer service skills.
• Support team objectives and contribute to a positive work environment.

Administrative Responsibilities

• Accurately document customer interactions, appointment details, and follow-up activities.
• Maintain confidentiality of customer information.
• Assist with special projects and additional duties as assigned.
• Keep work areas organized and maintain professionalism in all communications.

Qualifications & Skills

• High school diploma or equivalent required.
• Previous customer service, call center, receptionist, BDC, or automotive dealership experience strongly preferred.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to handle multiple tasks in a fast-paced environment.
• Strong organizational and time-management skills.
• Basic computer proficiency, including CRM systems, scheduling software, and Microsoft Office applications.
• Professional, dependable, and customer-focused attitude.
• Ability to work independently and as part of a team.
• Ability to pass a pre-employment drug screen and background check.

Success Measures

A successful Call Center Representative will:

• Consistently provide exceptional customer service.
• Meet or exceed appointment scheduling and customer satisfaction goals.
• Maintain accurate customer records and appointment information.
• Handle customer inquiries professionally and efficiently.
• Contribute to customer retention efforts through proactive communication and follow-up.
• Support a positive, productive, and customer-focused team environment.
• Maintain professionalism and reliability in attendance, punctuality, and performance.

Benefits

• Health and dental insurance
• Supplemental vision, dental, and life insurance
• Paid time off and holidays
• Closed on major holidays
• Short-term disability insurance
• Life insurance coverage at no cost, fully paid by the employer
• Employee Assistance Program
• Fitness Club Discount
• 401(k) retirement plan with company match.
• Employee discounts on parts and services
• Ongoing training and career advancement opportunities
• Fast-paced, high-energy environment
• Supportive, friendly, and positive company culture

Why Join Don Ayres?

Don Ayres is a trusted automotive dealer and service provider, known for delivering exceptional customer care and quality service. As one of Indiana’s largest and most successful dealerships, we believe our success starts with people—both our customers and our team members.

We are committed to creating positive experiences at every touchpoint, and we're looking for caring, reliable professionals who enjoy helping others and making a difference. If you thrive in a fast-paced environment, enjoy assisting customers, and take pride in providing outstanding service, we would love to meet you.

At Don Ayres, we believe exceptional customer experiences begin with exceptional employees. You'll be joining a respected dealership with a strong reputation, supportive leadership team, and opportunities for long-term growth. Your role will make a direct impact on helping customers maintain their vehicles while ensuring they receive the outstanding service they expect and deserve.

Any physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Don Ayres is an Equal Opportunity Employer.  All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We are committed to providing a safe, drug-free work environment. Applicants must be willing to submit to a pre-employment background check and drug test.