Build and lead a centralized Service BDC team responsible for inbound service calls, outbound retention campaigns, declined service follow up, and appointment coordination.

Hire, train, and mentor a team of Service BDC Representatives.

Set clear expectations for call quality, productivity, appointment handling, and customer experience.

Oversee day-to-day department scheduling, staffing levels, and workflow allocation to ensure consistent coverage and efficiency.

Ensure all customer communication is managed according to preferred contact methods (phone, text, email).

Maintain accountability standards for call performance, CSI impact, and customer communication quality.

Create standard operating procedures for service call handling, appointment scheduling, multi point inspection follow up, and maintenance reminder cadence.