Service BDC

Country Nissan is seeking a motivated, organized, and customer-focused Service BDC Coordinator to join our Service Department. The Service BDC Coordinator is responsible for managing customer communication, scheduling service appointments, and maintaining consistent follow-up with customers to help maximize service department appointments and retention.

The ideal candidate is professional, energetic, comfortable on the phone, and able to work in a fast-paced dealership environment. This position requires someone who can build relationships with customers while effectively managing a high volume of inbound and outbound calls.

Essential Duties & Responsibilities

• Answer incoming service calls and assist customers with scheduling and general service questions.
• Make a high volume of outbound calls to current and prospective service customers.
• Schedule, confirm, and reschedule service appointments.
• Follow up with customers who have missed, canceled, or declined appointments.
• Contact customers regarding recommended maintenance and previously declined services.
• Maintain accurate customer information and appointment records.
• Monitor appointment schedules and work to maximize daily service traffic.
• Communicate professionally with customers by phone, text, and email.
• Provide customers with a positive and professional experience during every interaction.
• Work closely with Service Advisors, Service Management, and the Service Department to ensure a smooth customer handoff.
• Follow up with customers after their service visit when needed.
• Meet daily and monthly call, appointment, and follow-up performance goals.
• Maintain consistent follow-up with customers and ensure no opportunities are missed.
• Assist with customer retention and service marketing campaigns.
• Utilize dealership CRM and scheduling systems to document customer interactions and appointments.
• Perform other duties as assigned by Service Management.

Qualifications

• Previous BDC, call center, customer service, automotive, or sales experience preferred.
• Excellent verbal and written communication skills.
• Confident and professional telephone manner.
• Strong organizational and time-management skills.
• Ability to multitask while maintaining attention to detail.
• Comfortable making frequent outbound calls.
• Positive attitude and strong work ethic.
• Ability to work independently while also being an effective team member.
• Basic computer skills and ability to learn dealership software and CRM systems.
• Automotive service experience is a plus but not required.

Performance Expectations

The Service BDC Coordinator will be expected to:

• Maintain consistent daily outbound call activity.
• Generate and schedule quality service appointments.
• Confirm upcoming appointments and reduce customer no-shows.
• Complete required customer follow-up.
• Maintain accurate CRM records.
• Provide exceptional customer service.
• Consistently meet or exceed established department goals.

What We're Looking For

We are looking for someone who is driven, dependable, organized, and comfortable talking to customers all day. The right candidate understands that successful BDC work is about more than making calls—it is about creating relationships, earning customer trust, and getting customers back into the dealership for their vehicle's service needs.

If you are motivated by goals, enjoy helping customers, and want to build a career in the automotive industry, we would like to meet you!   

Why TommyCar?

Family founded. Women owned. Community driven.

The TommyCar Auto Group has been owned and operated by the same family for 30 years and is one of the area's most successful high-volume dealer groups. We believe our employees are our greatest asset. We work hard to accomplish goals, celebrate achievements and anniversaries, and support each other's successes — and we are truly family oriented.

Our commitment to learning and development has fueled our success for three decades. We work constantly to develop our employees' careers and offer real opportunities for growth that keep our people challenged, motivated, and engaged. If you're looking for a career — not just a job — come join a company that invests in its employees through training, development, and an environment where your input is valued.

What We Offer

• Aggressive, uncapped performance-based pay plan — we pay at the top of the market and our top people earn well above the regional average
• Flexible 40-hour schedule that respects your work/life balance
• Closed on Sundays (Northampton Volkswagen)
• Largest new & used inventory in the area
• State-of-the-art service and parts facilities
• A professional, fun work environment
• Career development and advancement — we promote from within
• Paid training
• Comprehensive benefits: Medical, Dental, Vision and Life Insurance
• 401(k)
• Paid holidays, paid sick days, paid birthday bonus days
• Vehicle purchase and service discounts — including family discounts
• Wellness benefits

Rooted in Our Community

TommyCar Auto Group prides itself on being a socially responsible company that supports the local community through a number of charitable causes. Come join us in volunteerism and fundraising efforts for local charities and non-profit organizations. Visit CarlaCares.org to learn more.

TommyCar Auto Group is an equal opportunity employer. All applicants must be able to pass a pre-employment background check and drug screening, and must have a valid driver's license with an acceptable driving record where applicable.