Service BDC Leader: Drive Appointments & Customer Experience

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

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.