BDC Service Supervisor

The BDC Service Supervisor is responsible for managing and overseeing all service department operations within the Business Development Center. This role works to ensure excellent customer service, increasing service department efficiency, and meeting BWAGs dealership service goals through proactive management of customer inquiries, appointments, and follow-ups. The Service Supervisor supervises a team of BDC representatives and ensures they meet or exceed department key performance indicators (KPIs).

Key Responsibilities:

• Team Management & Supervision:
• Lead, motivate, and manage a team of BDC representatives responsible for scheduling service appointments, managing customer inquiries, and follow-up with leads that are not ready to make appointments, cancel and no shows.
• Provide training, refresher training, coaching, and continuous support to ensure team members perform at their highest level.
• Participate in team and process development sessions to help keep a positive relationship with both Sales and Service BDC teams, and all other BWAG location Service Advisor and Management teams.
• Conduct performance reviews, set goals, and track performance to ensure the department meets or exceeds departmental KPIs.
• Customer Engagement:
• Manage customer inquiries and concerns, ensuring quick, professional responses and positive experience to increase customer loyalty and retention.
• Ensure the timely follow-up of service appointments, recalls, and maintenance reminders.
• Provide customers with product information and direct them to the appropriate dealership resources.
• Assist in handling difficult customer situations, providing solutions that aligns with dealership standards and customer satisfaction goals.

• Appointment Scheduling & Management:
• Supervise the scheduling of service appointments, ensuring proper allocation of time and resources in matching with the service department.
• Collaborate with all location Service Supervisors to ensure efficient technician schedules to maximize service department productivity.
• Review and adjust appointment scheduling strategies based on service volume and customer demand.
• Assurance proper service amenities are offered by locations. (e.g.; loaners, valet, pickup, etc.).
• Performance Monitoring & Reporting:
• Track and report on KPIs such as appointment set and shown percentage, customer satisfaction reviews, and service profits standards.
• Analyze service data and identify areas for improvement, providing feedback to the BDC Reps.
• Prepare daily, weekly, and monthly reports for BDC Manager/Director and Service Manager management review, offering actionable insights to improve BDC operations.
• Collaboration with Service and Sales Teams:
• Work closely with the BDC Manager/Director and other departments to ensure smooth communication and the seamless flow of customer appointments.
• Advocating Data Mining process to assist in making cost effective and efficient sales/service options. Assist in improving customers’ decision-making process that helps reduce repair costs, determine value and trends to best fit business promotional offers.
• Partner with the Sales Department to generate service leads and identify opportunities for service-related promotions.
• Support marketing initiatives aimed at driving service business, including call and email campaigns, surveys, and promotions.
• Quality Control & Customer Satisfaction:
• Monitor customer satisfaction levels through surveys and follow-up calls, ensuring all customer interactions reflect the dealership’s commitment to quality service.
• Address any service-related concerns or complaints to maintain high levels of customer satisfaction and loyalty.
• Regularly monitor and evaluate BDC Service team interactions with customer care through all communication channels.
• Compliance & Documentation:
• Ensure that all customer data is entered into the system accurately and in compliance with dealership policies and legal requirements.
• Maintain a clean and organized workspace and ensure all communications and records are documented appropriately.

*Other duties as assigned.

Qualifications:

• Experience:
• Minimum of 2-3 years of experience in an automotive BDC or customer service role, with at least 1 year in a supervisory or leadership position.
• Automotive dealership experience is preferred.
• Skills:
• Excellent communication skills, both verbal and written, with the ability to interact with customers and staff professionally.
• Strong leadership, team building, and conflict-resolution skills.
• Ability to analyze data and make decisions based on performance metrics.
• Strong organizational and time-management skills.
• Proficiency with CRM, OEM Manufacture Systems, and service scheduling software (eLeads/CDK and XTime).
• Attributes:
• An excellent teammate with a collaborative attitude and eagerness to improve.
• High level of customer service orientation.
• A prompt and courteous demeanor.
• Ability to work in a fast-paced environment and manage multiple tasks.
• Strong critical thinking skills and ability to manage difficult situations with tact and professionalism.
• Positive and hardworking personality.

Work Environment:

• This is an office-based position within the dealership. Dual department environment/care.
• Some flexibility may be required based on business hours, including evenings or weekends.

This job description outlines a comprehensive role designed to ensure smooth operations within the BDC of an automotive dealership. The BDC Service Supervisor plays a pivotal role in improving customer satisfaction, maximizing the service department's efficiency, and leading the BDC team to meet goals.

Job Type: Full-time

Pay: $18.00 - $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Weekends as needed

Ability to Commute:

• Ottawa, IL 61350 (Required)

Ability to Relocate:

• Ottawa, IL 61350: Relocate before starting work (Required)

Work Location: In person

Salary : $18 - $21