BDC Service Coordinator Job

Holman is seeking a customer-focused individual to join our team as a BDC Service Coordinator.

In this role, you will be the first point of contact for customers seeking service appointments at our automotive dealerships, ensuring a seamless and positive experience from start to finish. The BDC Service Coordinator's performance will be assessed based on established metrics that evaluate the efficiency and effectiveness of service appointment scheduling. The BDC Service Coordinator is expected to adhere to the established work schedule, ensuring punctuality and consistent attendance.

This is a remote position; however, candidates must reside in Maple Shade, NJ, or within approximately one hour of this area.

Compensation: $20.00 per hour (extra $1 per hour for Spanish speaking).

Schedule: Our operating hours are 7:00am – 9:00pm EST. You will be assigned an 8-hour shift within these hours Monday through Friday, with a rotating Saturday shift every 3rd week.

Initial Training Period: 90-day training period with a set schedule. No Saturday shifts during 90-day training period.

Post-Training Scheduling: Following the initial training, your schedule will be determined based on operational needs, which will include working every 3rd Saturday, with a flexible day off during the week.

Biannual Shift Bidding: Participating in a performance-based shift bidding process every six months, allowing you to select preferred shifts within our coverage hours.

Primary Responsibilities:

• Handle high‑volume inbound calls in a friendly, efficient, and professional manner.

• Manage outbound activities to follow up on missed or overdue services and re-engage inactive customers by responding promptly to customer emails and text inquiries.

• Listen actively and identify customer needs to offer appropriate solutions or escalate concerns to the right department.

• Schedule and manage service appointments, ensuring detailed and accurate data entry using the myKaarma scheduling system.

• Develop and maintain strong relationships with customers and dealership staff to support smooth workflow and customer satisfaction.

• Consistently deliver premium-brand customer service, aiming to exceed customer expectations and enhance their experience.

• Contribute ideas to improve call scripts, customer experience, and operational efficiency.

• Participate in ongoing training to strengthen skills and stay current on automotive trends.

Qualifications:

• Must have private dedicated office space that is in direct proximity of router to hard wire into, with internet speed of at least 10 Mbps, upload speed of at least 5 Mbps, and latency of less than 50 ms.

• High School Diploma or equivalent; a combination of education and customer service experience is a plus.

• Previous call center, customer service, or automotive experience is preferred.

• Exceptional phone etiquette with a pleasant and engaging demeanor.

• Strong listening skills with the ability to accurately record and address customer needs.

• Demonstrated excellence in customer service and communication skills.

• Positive attitude, reliability, and the motivation to meet or exceed goals as outlined in KPI Performance Standards.

• Ability to multitask, problem‑solve, and stay calm in a fast-paced environment.

• Proficiency in computer systems and the ability to quickly learn new software applications.

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