Service BDC Manager: Lead, Mentor & Boost Appointments

MERCEDES BENZ OF MUSIC CITY; Nashville (TN); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

Mercedes-Benz of Music City is seeking a Service Business Development Manager to lead the BDC, drive productivity, and mentor a high-performing team in a fast-paced dealership environment.

You will recruit, onboard, and develop BDC staff, optimize CRM usage (Tekion and Volie), monitor performance metrics, and report results to management while delivering outstanding customer service and efficient service appointments. Relocation to Nashville is required. Competitive benefits included.

Qualifications

• Minimum 3 years of BDC Manager experience.
• Strong leadership and mentoring skills.
• Excellent communication and organizational abilities.
• Proficient in CRM management (Tekion and Volie) and understand sales/service processes.
• Experience with reporting metrics and identifying trends.
• Ability to collaborate with dealership management and build relationships.
• High school diploma or equivalent; college coursework a plus.
• Valid driver's license with acceptable driving record.

Responsibilities

• Lead and manage the daily operations of the Service Business Development Center, focusing on productivity and performance with inbound and outbound calls.
• Oversee recruitment, onboarding, and development of BDC personnel to ensure a high-functioning and motivated team.
• Ensure the BDC team handles all incoming calls and schedules service appointments, delivering customer service.
• Monitor CRM activities including user setups, sales permissions, and customer engagement.
• Drive service initiatives by coordinating Volie activities, monitoring phone training, and analyzing sales opportunities.
• Collaborate with department leaders to maintain system settings, service capacities, and BDC processes.
• Provide regular reporting to management on BDC performance, including call activity, service appointments, gross sales metrics, campaign performance and customer engagement outcomes.
• Act as the communication bridge between BDC staff and dealership management, ensuring alignment with overall dealership goals.
• Support ongoing team development through coaching opportunities, training material management, and performance evaluations.
• Maintain and manage processes for chat leads, service deferments, and customer communications, ensuring consistent and timely follow-up.
• Foster a positive, results-oriented culture within the BDC, motivating the team to achieve and exceed goals.

Skills

BDC Manager experience

Leadership

CRM management

Communication

Problem-solving

Relationship building

Education

High school diploma or equivalent

College coursework in business or marketing (plus)

Tools

Tekion

Volie

Job description

Mercedes-Benz of Music City is seeking a Service Business Development Manager to lead the BDC, drive productivity, and mentor a high-performing team in a fast-paced dealership environment.

You will recruit, onboard, and develop BDC staff, optimize CRM usage (Tekion and Volie), monitor performance metrics, and report results to management while delivering outstanding customer service and efficient service appointments. Relocation to Nashville is required. Competitive benefits included.