Service BDC Manager - J. Allen Automotive Service

J. Allen Automotive Service BDC Manager

Position Summary

The Service BDC Manager is responsible for leading and developing the Business Development Center (BDC) team to drive service appointment growth, customer retention, and overall guest satisfaction. This role oversees daily operations, lead management, and team performance while ensuring a seamless communication flow between customers and internal departments.

Key Responsibilities

Lead Generation & Management

• Develop and implement strategies to generate high-quality leads through digital marketing, outbound calls, and online inquiries.
  
  
• Oversee the effective handling of all inbound and outbound leads, ensuring timely responses and accurate CRM documentation.
  
  
• Monitor and manage lead distribution to guarantee that no opportunity is missed.
  
  
• Analyze data to identify trends and make recommendations for improving lead generation and conversion efficiency.
  
  

Team Leadership & Development

• Supervise and coach BDC representatives, providing daily guidance, performance feedback, and motivation to achieve team goals.
  
  
• Establish and monitor key performance indicators (KPIs), including lead conversion, appointment show rate, and retention metrics.
  
  
• Conduct regular performance reviews and one-on-one coaching sessions to promote growth and accountability.
  
  
• Coordinate training programs to enhance communication, customer service, and product knowledge.
  
  
• Maintain a positive, energetic, and professional team culture focused on excellence and results.
  
  

Operational Excellence

• Ensure accurate scheduling of service appointments according to customer and shop capacity.
  
  
• Review recall lists, customer databases, and deferred services to proactively generate additional appointments.
  
  
• Support Parts and Rental departments by coordinating communication, scheduling, and follow-ups as needed.
  
  
• Ensure all documents and records meet company and compliance standards.
  
  
  

Collaboration & Reporting

• Maintain open communication with Service Advisors, Parts, Sales, and other departments to ensure a smooth customer experience.
  
  
• Generate and present performance reports highlighting successes, opportunities, and action plans for improvement.
  
  
• Participate in staff meetings and training sessions as required.
  
  
• Maintain professional appearance and uphold confidentiality at all times.
  
  
• Perform other related duties as assigned by management.
  
  

Qualifications

• Proven experience leading a BDC team or customer service call center, preferably in an automotive environment.
  
  
• Strong leadership, coaching, and communication skills.
  
  
• Exceptional organizational skills with attention to detail and follow-through.
  
  
• Proficiency in CRM systems and lead management software.
  
  
• Ability to analyze data and make actionable, strategic decisions.
  
  
• Customer-focused mindset with a passion for delivering outstanding service.
  
  
• Professional demeanor and commitment to maintaining confidentiality.
  
  

Success Indicators

• High appointment conversion and show rates.
  
  
• Strong team morale and accountability.
  
  
• Consistent, accurate CRM documentation.
  
  
• Effective communication across departments.
  
  
• Increased customer retention and satisfaction.