Service BDC Leader | Growth, Flexible Schedule, Stability

Gillespie Ford; Gurnee (IL); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health, Medical and Dental

401K Plan

Paid time off and vacation

Growth opportunities

Employee vehicle purchase plans

Family owned and operated

Long term job security

Flexible Work Schedule

Job summary

Gillespie Ford in Gurnee, Illinois is seeking a motivated Service BDC Manager to lead the dealership’s Service Business Development Center. This role involves enhancing service experiences through effective appointment setting and customer follow-ups. Candidates should have excellent communication skills and experience in a service-focused environment.

You will oversee service appointment calls, manage BDC representatives, and develop strategies to increase service retention. Join a family-owned dealership that offers benefits like health insurance, 401K plan, and flexible work schedules.

Qualifications

• Prior leadership experience in a service BDC or similar customer-focused call center preferred.
• Automotive dealership experience, particularly in service operations, strongly preferred.
• Driven by results and capable of meeting department goals and key performance indicators.

Responsibilities

• Oversee inbound and outbound service appointment calls for customer interactions.
• Manage service leads, follow-ups, and appointment scheduling to maximize shop capacity.
• Develop strategies to increase service retention and drive traffic to the service department.
• Monitor and report on service appointment performance metrics.
• Provide coaching and support to improve call handling and customer satisfaction.
• Collaborate with service management to align service goals.
• Maintain efficiency within the BDC team’s processes.
• Handle escalated service calls and resolve customer concerns.

Skills

Exceptional verbal and written communication skills

Strong organizational abilities

Multitasking and time management

Positive and energetic attitude

Tools

CRM software

Google Suite

Excel

Dealership management systems (e.g., CDK, Reynolds & Reynolds)

Job description

Gillespie Ford in Gurnee, Illinois is seeking a motivated Service BDC Manager to lead the dealership’s Service Business Development Center. This role involves enhancing service experiences through effective appointment setting and customer follow-ups. Candidates should have excellent communication skills and experience in a service-focused environment.

You will oversee service appointment calls, manage BDC representatives, and develop strategies to increase service retention. Join a family-owned dealership that offers benefits like health insurance, 401K plan, and flexible work schedules.