Automotive Service BDC Manager

Empire Automotive Group; Dunellen (NJ); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

401k Plan

Paid time off (PTO)

Competitive Pay Plans

Health Insurance

Dental Insurance

Vision Plans

Promotion from within

Job summary

Toyota Mazda Green Brook Auto Mall is seeking a motivated Service BDC Manager to lead our high‑volume Business Development Center and drive exceptional customer experiences from initial contact through follow‑up.

You will coach a team, optimize appointment and follow‑up processes, and collaborate with service advisors to ensure efficient scheduling and workflows in a fast‑paced dealership environment.

Qualifications

• 2+ years of BDC leadership experience in an automotive dealership (service department preferred).
• Strong coaching, communication, and organizational skills.
• Ability to motivate a team and hold them accountable to performance goals.
• Professional demeanor, polished communication, and a customer‑first mindset.
• Experience with CRM systems, call tracking tools, and dealership software.
• Ability to thrive in a fast‑paced, high‑volume environment.
• A positive, team‑oriented attitude with strong problem‑solving skills.
• Flexibility to work weekends or extended hours as needed.

Responsibilities

• Oversee daily operations of the Service BDC, ensuring consistent performance, productivity, and customer engagement.
• Manage, train, and motivate a team of BDC representatives to meet appointment, follow‑up, and conversion goals.
• Implement effective phone, text, and email communication strategies to increase service traffic and retention.
• Monitor inbound/outbound call quality, response times, and customer interactions to maintain high standards.
• Collaborate closely with service advisors, management, and technicians to ensure seamless scheduling and workflow.
• Develop scripts, processes, and performance metrics that support efficiency and customer satisfaction.
• Review daily appointment logs, show rates, and follow‑up activity; adjust strategies to maximize results.
• Handle escalated customer concerns professionally and promptly.
• Maintain accurate CRM records, reporting, and communication logs.
• Drive a positive, energetic team culture that reflects the values of Toyota Mazda Green Brook Auto Mall.

Skills

BDC leadership

Coaching

Communication

Organizational skills

CRM systems

Call tracking

Team motivation

Customer-centric

Problem-solving

Tools

CRM software

Job description

Job Description

Toyota Mazda Green Brook Auto Mall – Service BDC Manager

Toyota Mazda Green Brook Auto Mall is seeking a motivated, organized, and customer‑focused Service BDC Manager to lead our high‑volume Business Development Center. This is a key leadership role within our service department, responsible for driving communication, maximizing appointment opportunities, and ensuring every customer receives an exceptional experience from the moment they reach out.

We’re looking for a manager who thrives in a fast‑paced environment, knows how to coach and elevate a team, and understands the importance of strong processes, accountability, and customer satisfaction.

What You’ll Lead & Own

• Oversee daily operations of the Service BDC, ensuring consistent performance, productivity, and customer engagement.
• Manage, train, and motivate a team of BDC representatives to meet appointment, follow‑up, and conversion goals.
• Implement effective phone, text, and email communication strategies to increase service traffic and retention.
• Monitor inbound/outbound call quality, response times, and customer interactions to maintain high standards.
• Collaborate closely with service advisors, management, and technicians to ensure seamless scheduling and workflow.
• Develop scripts, processes, and performance metrics that support efficiency and customer satisfaction.
• Review daily appointment logs, show rates, and follow‑up activity; adjust strategies to maximize results.
• Handle escalated customer concerns professionally and promptly.
• Maintain accurate CRM records, reporting, and communication logs.
• Drive a positive, energetic team culture that reflects the values of Toyota Mazda Green Brook Auto Mall.

What You Bring

• 2+ years of BDC leadership experience in an automotive dealership (service department preferred).
• Strong coaching, communication, and organizational skills.
• Ability to motivate a team and hold them accountable to performance goals.
• Professional demeanor, polished communication, and a customer‑first mindset.
• Experience with CRM systems, call tracking tools, and dealership software.
• Ability to thrive in a fast‑paced, high‑volume environment.
• A positive, team‑oriented attitude with strong problem‑solving skills.
• Flexibility to work weekends or extended hours as needed.

Why Join Us

At Toyota Mazda Green Brook Auto Mall, you’ll be part of a dynamic, customer‑driven dealership group that values leadership, innovation, and growth. We offer competitive compensation, a supportive management team, and the opportunity to make a major impact on our service operations.

Equal Opportunity Employer

We are an equal‑opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Company Description

The Empire Automotive Group provides exceptional opportunities for any individual seeking to advance in the retail automotive industry. Empire has numerous operations throughout Nassau, Suffolk, Queens, Brooklyn, Westchester and New Jersey, featuring 18 different manufacturing brands, both import and domestic. We are the third-fastest growing privately owned automotive group in the U.S.

At the Empire Automotive Group, we are passionate about shaping the future of mobility. We go beyond selling and servicing vehicles; we provide unparalleled experiences with knowledge and skills that redefine industry standards. Our commitment to respect, transparency, and integrity forms the foundation of our operation. Not only do we create meaningful customer relationships, but we also nurture strong community connections. As one team, we work to re‑imagine the automotive industry, while ensuring that all drivers continue their journey forward. Come grow with us!

Benefits

• 401k Plan
• Paid time off (PTO)
• Competitive Pay Plans
• Health Insurance
• Dental Insurance
• Vision Plans
• Promotion from within