Service BDC Lead: Lead, Optimize & Grow Appointments

Grand Island Chevrolet; Grand Island (NE); Vor Ort; USD 25.000 - 39.000; Vollzeit

Benefits dieser Stelle

Competitive hourly pay based on经验? 能力

Performance-based bonus opportunities

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Paid Time Off (PTO)

Paid Holidays

Employee Discounts on Vehicles, Parts,

Paid Training and Development

Career Advancement Opportunities

Supportive Team Environment

Zusammenfassung

Grand Island Motor Company seeks an organized, motivated Service BDC Lead to guide customer communication and appointment-setting across phone, email, text, and online channels. This leadership role emphasizes coaching, process consistency, and delivering a professional customer experience in a fast-paced dealership environment.

The ideal candidate has strong BDC or customer service experience, excellent communication, and a comfort with coaching others.

Qualifikationen

• Experience in automotive dealership BDC or similar role preferred.
• Leadership, training, or team lead experience preferred.
• Automotive dealership experience strongly preferred.
• Excellent verbal and written communication skills.
• Strong phone presence and customer service skills.
• Ability to coach, motivate and provide constructive feedback to team members.
• Strong organizational and time management skills.
• Ability to multitask and manage workflow in a fast-paced environment.
• Comfortable tracking performance metrics and holding team members accountable.
• CRM and dealership software proficiency.
• Detail-oriented with excellent follow-up abilities.
• Positive attitude and team-player mentality.
• Strong problem-solving skills and customer-first mindset.
• Must be willing to submit to pre-employment background check and drug screening.

Aufgaben

• Assist with day-to-day operations and workflow of the Service BDC.
• Serve as working lead by handling inbound and outbound customer communication alongside the Service BDC team.
• Respond to customer inquiries via phone, email, text, and online channels.
• Schedule service appointments and ensure opportunities are handled promptly and professionally.
• Monitor incoming leads, calls, follow-up activity, and appointment scheduling to ensure processes are followed.
• Track appointments, show rates, contact rates, and other key BDC performance metrics.
• Coach and support BDC team members on phone skills, communication, appointment setting, and dealership processes.
• Assist with onboarding and training new BDC employees.
• Provide ongoing feedback and help identify opportunities for individual and team improvement.
• Review customer interactions and help maintain high standards for communication and customer service.
• Maintain accurate customer records and CRM entries.
• Work closely with Service and dealership management to improve communication and follow-up.
• Help implement campaigns to increase appointments, retention, and traffic.
• Assist with scheduling and department coverage to ensure inquiries are handled efficiently.
• Identify process issues and recommend improvements to increase BDC effectiveness.
• Help resolve customer concerns and elevate issues to management when appropriate.
• Support department goals while fostering a positive, accountable, and team-oriented environment.

Kenntnisse

BDC experience

Leadership

Customer service

Phone skills

Communication

Bilingual (English/Spanish)

CRM proficiency

Tools

CRM software

Dealership software

Jobbeschreibung

Grand Island Motor Company seeks an organized, motivated Service BDC Lead to guide customer communication and appointment-setting across phone, email, text, and online channels. This leadership role emphasizes coaching, process consistency, and delivering a professional customer experience in a fast-paced dealership environment.

The ideal candidate has strong BDC or customer service experience, excellent communication, and a comfort with coaching others.