What are the responsibilities and job description for the Automotive Service Business Development Manager position at Phil Smith Automotive Group?
Job Title: Service BDC Manager
Location: [Pinehurst Toyota, 10760 U.S. 15-501 Southern Pines NC, 28387]
Company: [Phil Smith Automotive Group]
About Us:
We are a dynamic, fast-paced automotive group committed to delivering exceptional service and customer satisfaction. We are currently looking for an experienced and motivated Service BDC (Business Development Center) Manager to join our growing team. If you are passionate about managing a team, optimizing service processes, and providing a top-tier customer experience, this could be the perfect opportunity for you!
Position Overview:
The Service BDC Manager will oversee the day-to-day operations of the Business Development Center for our busy automotive service department. You will be responsible for leading a team of BDC representatives, ensuring that customer inquiries are handled efficiently, service appointments are scheduled seamlessly, and overall customer experience is exceptional. Your leadership will be crucial in driving the success of our service department and achieving our business goals.
Key Responsibilities:
- Manage and supervise the Service BDC team to meet and exceed performance goals for customer service, appointments, and follow-up.
- Ensure timely and accurate scheduling of service appointments, customer inquiries, and follow-up communications.
- Develop and implement strategies to drive inbound and outbound service leads, including upselling service packages and promotions.
- Provide training, coaching, and performance evaluations to BDC team members, fostering an environment of continuous improvement and growth.
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement solutions.
- Work closely with the service department to ensure seamless coordination between the BDC team and service technicians.
- Handle customer complaints and concerns professionally, working to resolve issues quickly and maintain customer satisfaction.
- Maintain accurate customer data and service records in the dealership management system.
Qualifications:
- Previous experience in a Service BDC or customer service management role, preferably in the automotive industry.
- Strong leadership skills with a proven ability to motivate and manage a team.
- Excellent communication and interpersonal skills.
- Ability to thrive in a fast-paced, high-volume environment.
- Strong organizational skills with a focus on attention to detail.
- Proficiency with dealership management systems (DMS) and CRM tools.
- Ability to handle customer concerns and resolve conflicts in a professional manner.
- Flexible and adaptable, with a strong problem-solving ability.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- No nights
- Weekends as needed
People with a criminal record are encouraged to apply
Ability to Commute:
- Southern Pines, NC 28387 (Required)
Work Location: In person