Experienced Centralized BDC Manager (Service)

Job Description

Job Description

Bergey’s Inc. is a family-owned business that has been servicing our customers’ needs since 1924. Currently our company has over 50 locations and more than 1,700 team members. Today our family of automobile, truck and tire companies stretch throughout Pennsylvania, Delaware, Maryland, & New Jersey. Visit us at to learn more about our company.

We strive to provide an environment for our associates and customers that is welcoming, transparent, and forward thinking. Our employees are our greatest asset. We promote and develop individual strengths, as well as grow our employees personally and professionally. Together we can make a difference.

Benefits :

We offer a generous benefit package including:

• Vacation and PTO time
• Paid Holidays
• 401k with profit sharing
• Medical, Dental and Vision insurance.
• Employee Assistant Program
• FSA and HSA Plans
• Life Insurance
• Opportunities for Advancement
• Employee Referral Program
• Employee Discount

Location: Bergey's Automotive Dealerships

Summary

The Service BDC Manager leads the centralized team responsible for scheduling every service appointment across the dealer group. This role owns the day-to-day performance of the Inbound Hub and outbound campaign functions, manages the relationship with scheduling and AI vendors (PBS, Xtime, Alpha AI), and ensures the department operates as a single, consistent point of contact so service advisors can focus fully on the customer once the vehicle is in the drive.

Essential Duties:

Team Leadership:

• Recruit, onboard, and train Inbound Hub and outbound agents across all brand-family pods

• Coach agents on call structure, objection handling, and pay-type accuracy using call recordings and scorecards

• Oversee the Team Lead bonus arrangement, ensuring coaching and backup-coverage duties are being met

• Set and communicate individual and team performance goals, tied to appointment set rate, show rate, and containment metrics

Scheduling Operations

• Own capacity-aware scheduling policy so appointments match real technician and bay availability by rooftop and day-part

• Ensure pay-type identification (customer-pay, warranty, recall) is accurate at the point of booking to eliminate advisor rework

• Maintain the confirmation and reschedule cadence (24–48 hour touch) across all rooftops

• Align Hub staffing schedules with actual service department hours across all locations

Technology & Vendor Management

• Serve as the primary point of contact for PBS, Xtime, and Alpha AI vendor relationships

• Monitor AI-assisted scheduling performance (containment rate, sentiment, scheduling %) and escalate issues in the handoff between AI and agents

• Evaluate expansion of AI-assisted scheduling to additional rooftops based on per-store call volume and cost analysis

• Ensure agents are trained on and using available tools fully, including PBS in-DMS texting with service advisors

Performance & Reporting

• Track and report KPIs including appointment set rate, show rate, no-show rate, outbound call success rate, and AI call containment

• Analyze appointment and RO data to identify coaching opportunities and process gaps

• Prepare regular performance updates for dealership leadership and ownership

Cross-Department Collaboration

• Partner with service advisors and fixed operations leadership to ensure scheduling supports technician capacity and workflow

• Coordinate with OEM-specific requirements across brand-family pods (GM, Ford/Lincoln, Import)

• Support change management as advisor-facing scheduling responsibilities shift fully to the BDC

Qualifications:

Required

• 3+ years of experience in an automotive dealership environment, in service, sales, or BDC operations

• Prior experience leading or supervising a customer-facing team, call center, or service department function

• Working knowledge of dealership CRM/DMS platforms and call-tracking or scheduling technology

• Strong verbal and written communication skills, with the ability to coach phone-based staff on script structure and objection handling

Preferred

• Experience as a BDC Manager with a focus on retention and process, rather than a pure sales-conversion background

• Experience managing a multi-rooftop and multi-brand operation

Certificates, Licenses, Registrations:

• Valid Driver's License
• Successful completion of pre-employment background checks and drug screening

Bergey's is an equal opportunity employer.