Service BDC Manager

Job Description

Job Description

Summary

The Service BDC Manager is responsible for leading the dealership's Service Business Development Center and maximizing service opportunities through inbound and outbound customer communication, appointment scheduling, customer retention, and targeted service campaigns.

The Service BDC Manager will recruit, train, coach, develop, and hold the Service BDC team accountable for delivering an exceptional customer experience while consistently increasing service appointments and repair order opportunities.

This position works closely with Fixed Operations leadership, Service Advisors, Service Management, and dealership leadership to identify opportunities to increase service traffic, improve customer retention, recover previously declined services, and ensure customers receive timely and professional communication throughout the ownership lifecycle.

This position has direct supervisory responsibility for Service BDC representatives and other employees assigned to the Service Business Development Center.

The Service BDC Manager is responsible for employee training, coaching, scheduling, performance management, daily accountability, and achievement of departmental goals.

• Leads and manages the daily operations of the Service Business Development Center.

• Recruits, trains, develops, coaches, and supervises Service BDC representatives.

• Conducts regular training on appointment setting, objection handling, maintenance recommendations, and dealership processes.

• Maintains effective employee relations and promotes a positive, professional, and accountable work environment.

• Ensures inbound service calls, online requests, texts, and emails are answered promptly and professionally.

• Ensures customers are scheduled based on shop capacity, technician availability, and dealership processes.

• Works closely with Service Management to balance appointment volume with available shop capacity.

• Creates employee schedules to ensure appropriate coverage based on service demand.

• Maximizes appointment opportunities from every inbound customer interaction.

• Develops and manages outbound service campaigns to increase traffic and customer retention.

• Conducts follow-up campaigns for previously declined or postponed service recommendations.

• Develops strategies to re-engage inactive and lost service customers.

• Establishes and monitors daily, weekly, and monthly performance expectations.

• Monitors key metrics: appointment volume, show rates, and repair orders generated.

• Reviews customer communications for quality, professionalism, and process compliance.

• Provides Fixed Operations leadership with accurate daily, weekly, and monthly performance reporting.

The Service BDC Manager is responsible for actively monitoring and improving Service BDC performance, including:

• Inbound call answer and conversion performance

• Outbound call activity

• Service appointments scheduled

• Appointment confirmation rate

• Appointment show rate

• Missed appointment recovery

• Customer Pay appointment generation

• ToyotaCare and maintenance appointment generation

• Declined-service recovery

• Customer retention and reactivation

• Campaign performance

• Repair orders generated through BDC activity

• BDC representative productivity

• Customer satisfaction

• CRM and follow-up process compliance

• Performance expectations and individual KPI targets may be established and adjusted by Fixed Operations leadership based on business needs, available shop capacity, customer demand, and dealership objectives.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable qualified individuals to perform the essential functions.

• High school diploma or equivalent required.

• Automotive dealership Service BDC, service advising, customer service, call-center, or related automotive experience preferred.

• Previous leadership, management, or supervisory experience strongly preferred.

• Automotive dealership experience strongly preferred.

• Knowledge of dealership service operations and maintenance scheduling preferred.

• Toyota dealership experience is a plus.

• Proven ability to train, coach, motivate, and hold employees accountable.

• Strong organizational and time-management skills.

• Ability to manage a high volume of customer contacts and opportunities.

• Ability to analyze departmental performance and develop action plans to improve results.

• Strong commitment to customer service and customer retention.

• Intermediate to advanced computer skills.

• Ability to effectively utilize the dealership's Dealer Management System (DMS) and Customer Relationship Management (CRM) software.

• Proficiency in online scheduling systems and manufacturer systems.

• Proficiency in Microsoft Office products.

• Experience with telephone systems and texting platforms.

• Familiarity with other web-based applications utilized by Fixed Operations.

• Excellent verbal and written communication skills.

• Ability to communicate professionally and effectively with customers, Service Advisors, technicians, and dealership leadership.

• Skill in coaching, motivating employees, and establishing clear expectations.

• Ability to handle difficult conversations professionally.

• Effectiveness in both individual and group communication settings.

• Ability to review departmental performance and identify trends and opportunities.

• Skill in developing appropriate action plans to improve results.

• Ability to use sound judgment and common-sense understanding for operational requirements.

• Adept at addressing customer concerns, employee performance, and scheduling needs.

The position requires regular and predictable attendance. Scheduled shifts may include evening hours, weekends, and holidays based on dealership business needs.

To perform the job successfully, an individual should demonstrate the Company's Core Values:

• Servant Leadership: Servant Leaders consciously put the needs of others before their own, because to serve people is to value them.

• Teamwork through Trust & Respect: Diversity is strength, and when we trust and respect one another we can work as a team to achieve at a high level.

• Integrity: Being honest and transparent with people, in an effort to do the right thing within the letter and spirit of the law, drives every action we take and every decision we make.

• Commitment to Customer Enthusiasm: Every day we recommit ourselves to the customer experience, and we are empowered to exceed the expectations of our customers.

• Accountability at All Levels: Taking ownership of our actions and our decisions allows us to grow as individuals and support each other as a team.

• Commitment to Continuous Improvement: Every day we seek opportunities to improve ourselves, our processes, and our team.

Southern 441 Toyota is an Equal Opportunity Employer.

This job description does not state or imply that these are the only duties and responsibilities to be performed by the employee. The employee may be required to perform other duties and responsibilities at the request of management. This job description is subject to revision at the discretion of the Company.