BDC MANAGER

BDC Manager

The BDC Manager is responsible for the day-to-day operations and management of a 10-person Sales and Service Business Development Center (BDC) team. This is a hands-on, working manager role focused strictly on driving production, efficiency, and growth. The BDC Manager will lead by example, assisting with daily activities and appointment setting while guiding Customer Experience Representatives who handle incoming phone calls and internet leads. The core mission is to optimize the customer experience and build loyalty through intensive call coaching, effective lead tracking in DealerSocket, and continuous process management. This role requires zero responsibilities related to vendor stack management or marketing.

Essential Duties/Responsibilities

• Team Leadership & Staffing: Provide daily supervision, motivation, and guidance to a team of 10 Sales and Service BDC representatives. Manage team schedules to ensure full coverage during all dealership hours of operation, readily stepping in to handle front-line tasks when the department is short-staffed.
• Call Coaching & Training: Act as a highly effective call coach, monitoring customer interactions to improve communication strategies. Conduct comprehensive new hire training to ensure incoming representatives understand processes, scripts, and DealerSocket workflows.
• Process Management & Lead Tracking: Enforce internal processes to ensure representatives are responding to internet inquiries promptly and maintaining the customer database accurately. Track and manage lead flow within DealerSocket, monitoring daily performance metrics (lead volume, appointments, closing ratios) to identify bottlenecks.
• Customer Experience & Loyalty: Ensure all team members maintain high-quality customer service and professionalism. Drive initiatives focused on long-term follow-up and customer retention, ensuring complete satisfaction in ownership to capture repeat business.

Required Skills/Abilities

• Exceptional call coaching and mentoring abilities with a passion for developing people.
• Strong leadership and communication skills to work effectively with both customers and dealership staff.
• Willingness and ability to operate as a working manager, handling front-line BDC tasks alongside the team.
• Proficiency and prior experience with DealerSocket CRM is highly preferred.

Education and Experience

• Previous experience in BDC management, high-volume call center supervision, or automotive sales.
• High school diploma or GED required; some college preferred.

Work Environment & Physical Demands

• Noise level is generally moderate.
• Regularly required to sit, stand, walk, talk, and hear.
• Occasionally required to lift/move up to 25 pounds.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Compensation & Benefits

Total Compensation Range $60,000 - $80,000 annually (inclusive of base salary and performance-based bonus, dependent on experience and qualifications).

Eligible for a discretionary performance-based bonus determined by overall team production, individual goal achievement, and work quality.

Comprehensive benefits package including health insurance, dental insurance, vision insurance, 401(k) with company match, paid time off, and employee discounts.

Application Instructions (Please Read Carefully)

To help us ensure you have read the details of this role and to filter out automated spam applications, please include the exact phrase "Mattoon BDC Leader" at the very top of your resume or within your cover letter. Applications missing this phrase will not be reviewed.

Equal Employment Opportunity (EEO) Statement

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.