Automotive Service BDC Manager

Job Description

Job Description

Service BDC ManagerDepartment: Service / Customer Experience Reports To: BDC Director Location: Fenton Family Dealerships - Keene, NH Employment Type: Full-TimeJoin the Fenton Family Dealerships TeamFenton Family Dealerships is a locally owned and operated automotive group proudly serving the Monadnock Region through five trusted franchises: Toyota of Keene, Honda of Keene, Hyundai of Keene, Subaru of Keene, and Volvo Cars Keene. With a longstanding commitment to customer satisfaction, employee development, and community involvement, we are dedicated to delivering an exceptional ownership experience at every stage of the customer journey. As our organization continues to grow, we are seeking an experienced and motivated Service BDC Manager to lead our established Service Business Development Center team. Reporting to the BDC Director, this position plays a critical role in driving service appointment scheduling, customer retention initiatives, communication excellence, and overall customer satisfaction across multiple dealership brands. The ideal candidate is organized, performance-driven, customer-focused, and experienced in dealership service operations and BDC processes. This is an excellent opportunity for a proven leader who thrives in a fast-paced environment and enjoys developing teams while helping deliver outstanding customer experiences.Key ResponsibilitiesManage the daily operations of the Service BDC team supporting multiple dealership brandsMonitor inbound calls, internet leads, text messaging, and email communications related to service schedulingEnsure service appointments are scheduled efficiently, accurately, and confirmed properlyTrain, coach, motivate, and develop Service BDC representatives to achieve performance and customer satisfaction goalsCollaborate closely with Service Advisors, Service Managers, and dealership leadership to maximize service department efficiencySupport customer retention, maintenance reminder, and service reactivation campaignsResolve escalated customer concerns professionally and promptlyMonitor team performance metrics and appointment conversion ratesPrepare reports and provide operational insights to dealership leadership and the BDC DirectorIdentify opportunities to improve processes, customer communication, and overall service retentionHelp maintain a positive, professional, and customer-focused culture within the BDC departmentQualificationsPrevious automotive dealership BDC, service, or customer experience leadership experience requiredStrong leadership, coaching, and team development abilitiesExcellent verbal and written communication skillsExceptional customer service and conflict resolution skillsExperience with CRM systems, service scheduling tools, and dealership softwareAbility to multitask in a fast-paced, multi-franchise environmentStrong organizational, analytical, and problem-solving skillsHigh school diploma or equivalent required; college degree preferredPreferred Experience2+ years of automotive Service BDC management or supervisory experienceStrong understanding of dealership service scheduling, workflow, and retention strategiesExperience with CDK, Xtime, VinSolutions, DealerFX, or similar dealership platformsProven track record of improving appointment-setting performance and customer retentionCompensation & BenefitsCompetitive base salary plus performance-based bonus opportunitiesHealth and dental insurancePaid vacation, sick time, and holidays401(k) with company matchEmployee vehicle purchase and service discountsOngoing training and professional developmentAdvancement opportunities within one of New Hampshire's leading automotive dealership groupsWhy Fenton Family Dealerships?At Fenton Family Dealerships, we believe our employees are the foundation of our success. We offer a supportive team environment, opportunities for growth, and the stability of a respected family-owned dealership group with deep roots in the community. If you are passionate about customer service, leadership, and helping build lasting customer relationships, we encourage you to apply. Join a team where your leadership can make a meaningful impact on both the customer experience and the continued success of our dealerships.