BDC Assistant Manager

Ztautogroup; Town of Texas (WI); On-site; USD 42,000 - 56,000; Full time

Job summary

A leading automotive service provider in Wisconsin is seeking a BDC Assistant Manager to oversee daily operations, drive team performance, and ensure exceptional customer service within a fast-paced environment. The ideal candidate will have proven experience in BDC leadership, strong coaching abilities, and proficiency with CRM platforms. This position offers the opportunity to contribute to the success of the service team and elevate customer satisfaction.

Qualifications

• Proven experience in a BDC, call center, or automotive service leadership role.
• Strong understanding of dealership service operations.
• Excellent communication, coaching, and organizational skills.
• Ability to handle a high-volume, fast-paced environment while ensuring accuracy.
• Valid driver’s license required.

Responsibilities

• Support the Senior Manager in overseeing daily operations of the Service BDC team.
• Monitor call activity and appointment volume to ensure targets are achieved.
• Coach, train, and mentor BDC Representatives to improve performance.
• Handle escalated customer concerns with professionalism.
• Analyze reports and provide feedback on performance trends.
• Participate in outbound call campaigns when needed.
• Ensure all customer contacts are handled promptly and professionally.
• Ensure all customer contacts (phone, text, email) are prompt and professional.
• Promote ethical conduct, consistent follow-up, and exceptional customer satisfaction.
• Collaborate with Service Managers and Advisors to align appointments with shop capacity.

Skills

BDC experience

Coaching skills

Organizational skills

Communication skills

Problem-solving skills

Bilingual

Tools

CRM platforms

CDK Service

Microsoft Office

Job description

Description

We are seeking a BDC Assistant Manager to support the leadership and success of our fast‑paced, high‑volume Service Business Development Center. The Assistant Manager will work closely with the Senior Manager to drive team performance, ensure exceptional customer service, and help meet departmental goals. This role is ideal for an experienced BDC professional with strong leadership skills who thrives in a structured, results‑driven environment.

The BDC Assistant Manager will support the oversight of daily operations, assist with coaching representatives, help track performance metrics, and contribute to ensuring efficient handling of inbound and outbound communications. You will partner with the Senior Manager as both a leader and a hands‑on contributor, providing backup support with calls, emails, and escalations when needed.

Responsibilities

• Support the Senior Manager in overseeing daily operations of the Service BDC team.
• Monitor call activity, appointment volume, show rates, and answer rates to ensure team targets are achieved.
• Coach, train, and mentor BDC Representatives to improve call quality, appointment setting, and customer engagement.
• Handle escalated customer concerns with professionalism and problem‑solving.
• Assist in scheduling, workload balancing, and ensuring full coverage during business hours.
• Analyze reports and provide feedback on performance trends to management.
• Participate in outbound call campaigns, appointment setting, and lead follow‑up when team support is needed.
• Ensure all customer contacts (phone, text, and email) are handled promptly and professionally.
• Promote ethical conduct, consistent follow‑up, and exceptional customer satisfaction.
• Collaborate with Service Managers and Advisors to align customer appointments with shop capacity.

Requirements

• Proven experience in a BDC, call center, or automotive service leadership role.
• Strong understanding of dealership service operations.
• Excellent communication, coaching, and organizational skills.
• Ability to handle a high-volume, fast‑paced environment while ensuring accuracy and quality.
• Proficiency with CRM platforms, CDK Service, and Microsoft Office.
• Bilingual a plus.
• Valid driver’s license required.