BDC MANAGER

Job Title: Mercedes Business Development Center Manager

Department: Mercedes Business Development Center

Reports To: General Manager

FLSA Status: Exempt

Prepared By: HR

SUMMARY

Oversees the daily operations of the Mercedes BDC departments.

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

• Manages and monitors Mercedes CSI.
• Trains all Internet Customer Service Representatives in the processes and procedures of handling customer contacts.
• Ensures all internet leads, phone inquiries, and chat requests are responded to within a defined time frame (e.g., under 10 minutes).
• Partners with Sales Managers and Marketing to improve lead conversion and campaign alignment.
• Analyzes lead source performance and optimizes BDC workflows.
• Conducts regular script and communication reviews to enhance customer engagement.
• Tracks and reports on lead to appointment, show rate, and appointment to sold conversion ratios.
• Conducts ongoing training, including role plays, CRM process training, and performance reviews.
• Coordinates re-engagement campaigns for unsold leads and supports service-to-sales pipeline initiatives.
• Ensures compliance with all communication regulations and brand standards.
• Downloads customer lists from Mercedes and other sources into the CRM.
• Runs daily/weekly/monthly BDC Department reports according to predetermined metrics and tracks results.
• Records and listens to actual customer/CSR calls. Counsels and trains coordinators through reviewing recorded and live calls and outcomes.
• Determines customers to contact based on marketing incentives and ownership data.
• Helps develop improvement plans.
• Assures scheduled appointments have been confirmed
• Monitors email and text contacts and appointment to lead percentages daily.
• Updates and purifies customer records.

SUPERVISORY RESPONSIBILITIES

Manages a staff of 4 employees who are employed in a sales capacity. Is responsible for the overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED). Two to four years related experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before customers or employees of organization.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Driver's License

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to sit, finger, handle, and feel; talk and hear; reach with hands and arms.

Specific vision abilities required by this job include close vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Business office environment. The noise level in the work environment is usually moderate.

Mercedes Benz of San Antonio is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. If you need a reasonable accommodation for any part of the employment process, please contact us by email at reasonableaccommodation@nsautogroup.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email.