BDC Service Manager
A high-volume, well-established, and family-owned automotive group is seeking an experienced and driven BDC Service Manager to lead its centralized Business Development Center supporting three dealership service departments. This is an excellent opportunity to join a fast-paced, customer-focused organization and play a key role in enhancing service communication, appointment scheduling, and retention through the Volie BDC system.
Key Responsibilities
- Lead, manage, and develop a team of Service BDC Representatives across three dealership locations
- Oversee daily BDC operations, ensuring efficient use of the Volie BDC platform for inbound and outbound customer communication
- Achieve key performance goals including appointment set/show rates, contact efficiency, and customer satisfaction
- Implement consistent processes for scheduling, follow-up, and retention campaigns across all service departments
- Train, coach, and motivate BDC team members to deliver an exceptional customer experience
- Analyze Volie reporting and call metrics to identify opportunities for improved performance and productivity
- Collaborate closely with Service Managers and Fixed Operations leadership to align BDC efforts with store objectives
- Ensure accurate and timely customer data management within CRM/DMS systems
- Monitor and manage staffing schedules to maintain coverage and responsiveness
- Maintain compliance with dealership policies, OEM standards, and privacy regulations
Qualifications
- 3–5 years of experience managing a Service or Sales BDC team within an automotive dealership
- Hands-on experience with the Volie BDC system or similar call center management software
- Strong leadership and coaching skills with a proven ability to build high-performing teams
- Excellent communication, organization, and problem-solving abilities
- Data-driven mindset with proficiency in CRM and reporting tools
- Ability to manage multiple priorities across multiple dealership rooftops
- Proficiency with Microsoft Office Suite (Outlook, Excel, Word)
