Experienced BDC / Call Center Manager

We are seeking a knowledgeable and experienced Service Department BDC Manager to join our team in Loveland, Colorado. In this role, the BDC Manager will oversee all aspects of our Service Department BDC, including inbound/outbound calls, appointment setting, organizing pick up and delivery of guest vehicles, tow truck dispatch and rental vehicle scheduling in addition to providing elite customer service. The ideal candidate will have strong leadership skills, excellent communication abilities, and a passion for the automotive industry.

The BDC Manager will be responsible for creating and maintaining a high level of customer service satisfaction by providing timely service follow-up and a means of resolving customer conflicts and scheduling needs that does not compromise the customer's good will.

ESSENTIAL DUTIES

• Essential Duties include the following. Other duties may be assigned.

• Forecasts goals and objectives for the department and strives to meet them.

• Hires, trains, motivates, counsels, and monitors the performance of all BDC department staff..

• Maintains reporting systems required by general management.

• Attends managers meetings.

• Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys.

• Strives for harmony and teamwork within the department and with all other departments.

• Develops and implements a marketing plan which promotes new and repeat business.

• Attends daily/weekly department meetings.

• Directs and schedules the activities of all department employees.

• Monitors agents daily productivity reports and corresponding performance to management.

• Establishes and maintains good working relationships with customers to encourage repeat and referral business.

• Ensures that the work areas and customer waiting area are kept clean.

• Ensures that customers' service files are up-to-date and readily available for reference.

• Handles customer complaints immediately and according to dealership's guidelines.

• Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.

• Maintains a safe work environment.

• Maintains a professional appearance.

SPECIFIC RESPONSIBILITIES:

• Contact every service customer within 72 hours of the completion of the work performed on their vehicle and subsequent departure from the Service Department.

• Conduct a brief telephone follow-up interview with each customer in a friendly, courteous, and truly concerned manner.

• Complete a contact report for each follow-up call and distribute the copies as directed by management.

• Initiate written customer follow-up for those customers that could not be reached by telephone.

• Determine why any customer is not very satisfied and make arrangements to meet with those customers who are dissatisfied.

• Try to see customers' problems from their point-of-view and work with them and the appropriate Service Department personnel to resolve their problems.

• Make the policy adjustments necessary to satisfy customers within the limits established by management.

• Arrange for alternate transportation for those customers who require it including both loaner vehicles and alternative transportation means  ie.  shuttle, pick up and/or delivery, rental vehicles etc.

• Oversee mobile service coordinators.

• Advise the manager regarding situations or conditions that compromise the ability of the dealership to generate very satisfied customers.

• Monitor every comeback repair for its immediate and correct resolution.

• Provide a weekly summary of customer relations activities.

• Perform other administrative tasks as directed by management.

• Arrive at work, take breaks and lunch, and depart work at the times designated by management.

• Maintain a high level of personal grooming, hygiene, and uniform appearance.

• Report to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees, or customers.

Requirements:
- High school diploma or equivalent; Bachelor's degree preferred
- 3-5 years of experience in a parts management role in the automotive industry
- Strong understanding of inventory control and purchasing processes
- Excellent leadership, communication, and problem-solving skills
- Proficiency in Microsoft Office and familiarity with management software systems
- Ability to work weekends and extended hours as needed

EEOC Statement:
Weibel Auto Group is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing a work environment that is free from discrimination and promotes inclusion and diversity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, veteran status, or any other legally-protected status.