Automotive Dealership Service BDC Manager

Leader Automotive, a wholly owned subsidiary of AutoCanada, a publicly traded is NOW HIRING an experienced Automotive Dealership Service BDC Manager This is your opportunity to get your foot in the door with an automotive group that believes in growing our talent, connecting with the communities that we serve, and building a brand that is recognized across North America for our commitment to integrity and customer service. If you share our passion for people, automobiles, and making money then we want to talk to you about a new career with Leader Automotive!!!

Leader Automotive believes that taking care of our team members and setting them up for long-term success is what sets us apart from our competitors. That’s why Leader Automotive is proud to offer our full-time employees the following benefits to aid in their well-being and performance:

• Competitive pay plans and a motivated group of Leader Automotive employees to work alongside
• Health, Dental, Vision and Life insurance
• Wellness Discounts and Programs
• Paid holiday and flex time for full time employees
• Employee vehicle purchase program
• Employee referral bonuses
• Professional development and the opportunity to grow your career with a North American automotive group operating in Canada and the United States

Position Overview:

The Automotive Service BDC (Business Development Center) Manager is responsible for leading the dealership’s service department’s customer engagement efforts. This role involves overseeing a team of BDC representatives, ensuring effective communication with customers, and managing inbound and outbound service leads. The Service BDC Manager plays a crucial role in driving service appointment bookings, improving customer retention, and increasing revenue for the service department.

Job Description:

• Lead and manage the Service BDC team, providing training, coaching, and performance evaluations to ensure high productivity and customer satisfaction.
• Develop and implement strategies to increase service appointment bookings and follow-up with existing customers to schedule routine maintenance, repairs, and service visits.
• Handle inbound and outbound calls, emails, and texts to engage with customers, address service inquiries, and resolve concerns.
• Collaborate with the service department to ensure a seamless process for managing customer appointments, vehicle repairs, and service work.
• Monitor and analyze performance metrics such as appointment scheduling, conversion rates, and customer satisfaction scores to identify areas for improvement.
• Maintain a high level of customer service by addressing customer issues and concerns promptly and professionally.
• Manage customer retention initiatives, including service reminders, follow-up communications, and loyalty programs.
• Work with the marketing team to create and implement promotions or campaigns aimed at driving service traffic.
• Ensure proper documentation and record-keeping of customer interactions and appointments within the dealership’s CRM system.
• Assist in developing and managing budgets for BDC operations, tracking expenses, and ensuring that goals are met.

Requirements:

• Previous experience in a dealership environment, preferably in service or BDC management.
• Strong leadership and team management skills with a proven ability to drive results.
• Excellent communication and customer service skills, both verbal and written.
• Proficient in CRM software and Microsoft Office applications.
• Ability to analyze data, monitor key performance indicators, and implement strategies for improvement.
• Knowledge of automotive services and repair processes is a plus.
• Strong organizational skills with the ability to multitask in a fast-paced environment.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.