Automotive BDC Manager

A successful automotive dealership in NH is growing and seeking an experienced Service BDC Manager to lead the dealership's service department's customer engagement efforts. This role involves overseeing a team of BDC representatives, ensuring effective communication with customers, and managing inbound and outbound service leads. The Service BDC Manager plays a crucial role in driving service appointment bookings, improving customer retention, and increasing revenue for the service department. Enjoy a Monday - Friday schedule with rotating Saturdays as needed.

Job Description:

• Lead and manage the Service BDC team, providing training, coaching, and performance evaluations to ensure high productivity and customer satisfaction.
• Develop and implement strategies to increase service appointment bookings and follow-up with existing customers to schedule routine maintenance, repairs, and service visits.
• Handle inbound and outbound calls, emails, and texts to engage with customers, address service inquiries, and resolve concerns.
• Collaborate with the service department to ensure a seamless process for managing customer appointments, vehicle repairs, and service work.
• Monitor and analyze performance metrics such as appointment scheduling, conversion rates, and customer satisfaction scores to identify areas for improvement.
• Maintain a high level of customer service by addressing customer issues and concerns promptly and professionally.
• Manage customer retention initiatives, including service reminders, follow-up communications, and loyalty programs.
• Work with the marketing team to create and implement promotions or campaigns aimed at driving service traffic.
• Ensure proper documentation and record-keeping of customer interactions and appointments within the dealership's CRM system.
• Assist in developing and managing budgets for BDC operations, tracking expenses, and ensuring that goals are met.

Requirements:

• Previous experience in an auto dealership environment, preferably in service or BDC management.
• Strong leadership and team management skills with a proven ability to drive results.
• Excellent communication and customer service skills, both verbal and written.
• Proficient in CRM software and Microsoft Office applications.
• Ability to analyze data, monitor key performance indicators, and implement strategies for improvement.
• Knowledge of automotive services and repair processes is a plus.
• Strong organizational skills with the ability to multitask in a fast-paced environment.

Full-Time Benefits:

• $52,000 - $65,000 based on experience
• 401(k) plan
• Medical, dental and vision insurance
• Paid holidays
• Paid time off
• Employee assistance program
• Monday - Friday with rotating Saturdays, closed on Sundays
• Employee discounts
• Career growth and advancement