Business Development Manager

Job Title: BDC Manager (Business Development Center Manager)
Department: Sales & Service
Location: Smith Auto Family - Levelland, TX
Job Type: Full-time, On-site

Position Summary

The BDC Manager leads our Business Development Center, overseeing the team that handles inbound/outbound calls, internet leads, and appointment setting for both sales and service. This role is responsible for driving lead conversion, appointment show rates, and delivering a consistent, professional customer experience across all communication channels.

Key Responsibilities

Team Leadership & Coaching

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  Lead, train, and develop BDC representatives for both sales and service.



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  Monitor calls, emails, and texts; provide regular coaching and performance feedback.



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  Run daily huddles and weekly one-on-ones to review results and expectations.

Lead & Appointment Management

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  Ensure fast, professional responses to internet, phone, and text leads.



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  Manage daily appointment goals for sales and service; drive higher show and conversion rates.



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  Oversee follow-up processes for new leads, unsold prospects, no-shows, and past customers.

Process, CRM, & Reporting

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  Maintain clean, accurate CRM records (notes, tasks, dispositions, lead sources).



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  Track and report on key metrics: contacts, appointments set, shows, and sold/ROs.



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  Work closely with Sales, Service, and Marketing to improve lead quality and processes.

Customer Experience

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  Ensure consistent phone etiquette and messaging that reflects our brand.



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  Handle escalated customer concerns from the BDC when needed.



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  Support reputation management efforts by encouraging reviews and feedback.

Qualifications

Required

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  2+ years in automotive BDC, sales, service, or call center environment.



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  1+ year in a leadership, team lead, or trainer role (formal or informal).



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  Strong communication skills (phone, email, text) and professional demeanor.



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  Comfortable using CRM software and basic reporting tools (Excel/Google Sheets).



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  Highly organized, detail-oriented, and able to manage multiple priorities.

Preferred

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  Automotive dealership experience (sales, service, or BDC).



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  Experience with VinSolutions or similar CRM platform.



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  Bilingual English/Spanish is a plus.

What We Offer

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  Competitive pay with performance-based incentives.



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  Health and retirement benefits (if applicable).



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  Clear growth path into higher leadership roles within the dealership group.