Luxury Service BDC Manager: Lead Appointments & Experience

New Country Motor Car Group; Germantown (MD); On-site; USD 130,000 - 150,000; Full time

Benefits offered by this job

Competitive pay

Performance-Based Bonuses

Medical, Dental, Vision, and Life Ins.

401(k) Retirement Plan

Short- and Long-Term Disability

PTO & Sick Leave

Paid Training & Professional Develop.

Employee Discounts

Job summary

New Country Motor Car Group is seeking a Service BDC Manager to lead our Service BDC team and deliver a luxury experience to service customers. You will oversee daily operations, client outreach, lead management, and data analysis to optimize appointment volume and shop capacity.

In this leadership role you will recruit, train, and coach BDC agents, establish KPIs, and drive performance across all store locations. Excellent communication and a strong results mindset are essential.

Qualifications

• Proven experience in automotive service operations, BDC management, or fixed operations preferred.
• Proven leadership skills with the ability to motivate, build trust, and drive compliance with company standards across all levels of dealership staff.
• Solid experience in leading a service BDC team in an automotive dealership environment.
• Strong understanding of automotive maintenance schedules and repair processes
• Experience building and implementing scalable processes and systems.
• Strong background in KPI development, performance tracking, and accountability structures
• Exceptional communication skills with the ability to defuse tense customer situations.
• High accountability mindset with a focus on results and exceeding targets
• Time management and multitasking skills in a fast-paced environment
• Proficient technology skills with CRM and DMS and Manufacturers software
• Team player with collaborative attitude

Responsibilities

• Team Leadership: Recruit, train, and coach BDC agents on the handling of inbound and outbound calls, lead management, and handling customers objections.
• Supervise BDC agents provides daily guidance, performance feedback, and motivation to achieve daily goals.
• Establish and monitor key performance indicators (KPIs) to include lead conversion, appointment show rate and retention metrics.
• Conduct regular performance reviews.
• Coordinate training to enhance lead conversion, communication skills as well as customer experience.
• Maintain a positive and professional team culture.
• Outreach Strategy: Strategically direct outbound call, text, and email campaigns with a focus on process optimization. Manage inbound internet leads, phone calls, and website requests while converting these leads to booked service appointments.
• Lead Management: A primary duty involves acquiring, developing, and implementing a comprehensive process of generating high-quality leads through outbound calls, texts, and email.
• This includes establishing response time standards, scripts, lists and campaigns.
• Monitor and manage lead distribution to guarantee that no opportunity is missed.
• Analyze data to identify trends and make recommendations for improving lead generation and conversion.
• Onboarding & Training: Facilitate ongoing training sessions, new hire orientation, personalized coaching plans, software systems utilization, and effective lead management.
• Performance Analysis: Monitor KPI’s and service metrics such as closing rates, appointments set, appointment show rates, transaction values, and customer retention.
• Analyze these areas to identify skill gaps, future training needs, and specific areas of improvement.
• Listen to agent calls and coach on call quality.
• Regular performance audits.
• Fixed Operations Strategy & Collaboration: Communicate with General Managers and Service Managers across all stores to align initiatives, shop capacity utilization, and department profitability.
• Conduct monthly meetings with each locations GM & SM on key metrics, performance, phone data, and industry changes.
• Discuss Appointment volume, shop capacity, monthly campaigns, and action plans for improvement.

Skills

BDC management

Leadership

Automotive service ops

CRM/DMS proficiency

KPI development

Communication skills

Team coaching

Tools

CRM systems

DMS

Manufacturer software

Job description

New Country Motor Car Group is seeking a Service BDC Manager to lead our Service BDC team and deliver a luxury experience to service customers. You will oversee daily operations, client outreach, lead management, and data analysis to optimize appointment volume and shop capacity.

In this leadership role you will recruit, train, and coach BDC agents, establish KPIs, and drive performance across all store locations. Excellent communication and a strong results mindset are essential.