Service BDC Agent

We are looking for a motivated and customer-focused Service BDC Agent to join our Service Business Development Centre (BDC). This role is responsible for handling inbound and outbound service communications, booking quality appointments, and delivering a qualified, high-conversion customer experience.

This is a great opportunity for someone who enjoys customer interaction, performance-based work, and building skills in sales, communication, and service operations.

What You’ll Do

- Handle inbound service calls, texts, and emails in a timely and qualified manner
- Proactively reach out to customers for appointment setting (overdue maintenance, deferred work, recalls, seasonal campaigns)
- Book quality service appointments that show up and convert to work completed
- Confirm upcoming appointments and follow up on missed or cancelled visits
- Provide a positive, on-brand customer experience
- Accurately document customer interactions in CRM / DMS
- Work closely with Service Advisors and Managers to ensure smooth handoff and customer experience




- Meet or exceed performance targets (answer rate, connect rate, appointments set, show rate, conversion, CSI impact)

What We’re Looking For

- Experience in a call centre, BDC, dealership, or customer service / sales role is an asset
- Solid communication skills and confidence on the phone
- Customer-first mindset with a results-driven attitude
- Organized, reliable, and comfortable working in a fast-paced environment
- Tech-comfortable (DealerMine, PBS, Xtime or similar experience is a bonus)
- Coachable, positive, and motivated to grow

What We Offer

- Competitive compensation with performance incentives
- Structured training and clear expectations
- Supportive team environment
- Opportunity to grow within Fixed Operations or into leadership roles
- Stable schedule and consistent workflow

Job Types: Full-time, Permanent

Pay: $42,500.00 per year

Benefits:

- Dental care
- Employee assistance program

Work Location: In person

📌 Service Appointment Coordinator (Nanaimo)
🏢 Harris Auto Group
📍 Nanaimo