Rachael - I developed a BDC from the ground up, myself. That being said - it seems (as far as service goes) that you can hire 1-2 service scheduler's, no? They could take the service adviser training for the respective brands. Something you have to ask yourself is how do they get paid. Typically we call the average (not all) service calls "captive." By that I mean the customer is calling us to see when s/he can come in for the said issue.
So, paying him/her commission for the appointment does not always make sense. What I would offer is writing down a mission statement. Asking yourself how this position is going to align with the needs of the Service Center as well as the company. Is this a long-term fix? Or, is this a short-term fix because you are understaffed?
If the BDC will also be working with the sales consultants, then it is, yet, a whole other ball game. Often, I find that dealers are mesmerized by the BDC. As if it were a one stop dream team that handled everything. But, sadly, the often purpose of having a BDC (whatever that means to the respective dealer) is to manage everything the sales reps/service advisors aren't doing.
That being said, I would be more than happy to assist you - even send sample job descriptions - also how the BDC can align with a company. Defining what their purpose is, and how do they fit into the current business model.
This will make your life that much easier. Especially if you are developing the BDC by yourself!
Hope this helps.
