Customer Service Representative (BDC Service)

• Reports To: BDC Manager
• Location: Buffalo, NY
• FLSA Status: Non Exempt
• Base Wage: $18/hr
• Potential Compensation with bonus and/or commission: N/A

The West Herr Way:

At West Herr, we’re all about our customers – Listening to their wants and needs, being honest and respectful, and helping them to accomplish their desired vehicle purchase. It’s not about the sale, it’s about the people. Because we don’t sell, we serve. That’s the West Herr way.

What To Expect:

As a Customer Service Representative (Service BDC) at West Herr, you’ll support multiple dealership service departments. Although not physically customer-facing, the role requires the same level of professionalism, hospitality, and care expected in-person in the service department. This position focuses on handling calls efficiently, identifying  customer needs, and ensuring every interaction reflects a strong commitment to customer experience all while maintaining composure and a sense of urgency in a high-volume environment.

Additionally, the Customer Service Representative supports communication between the Business Development Center and dealership teams, ensuring clear and effective coordination to resolve customer concerns. The position requires strong accountability, attention to detail, and time  management, along with the ability to balance customer needs with operational realities. Overall, success in this role depends on a customer-first mindset, professionalism under pressure, and a consistent ability to deliver excellent customer service through every phone interaction.

A Customer Service Representative position is about support, knowledge and communication. To do this, you should:

• Have tremendous customer service skills
• Efficient and effective appointment scheduling
• Follow up on service inquiries
• Ensure a smooth process for customers bringing in their vehicles for maintenance or repairs
• Promote full transparency in all aspects of our process
• Involve a manager/supervisor immediately in any situation that escalates negatively.
• Be detail-oriented
• Be highly organized in a dynamic workplace
• Perform other related duties as required and assigned to meet business needs