Service BDC Manager

We are looking for a motivated Service BDC Manager to lead our dealership's Service Business Development Center. This hands-on leadership role is focused on enhancing the service experience through proactive appointment setting, timely customer follow-ups, and efficient handling of inbound service inquiries. The ideal candidate has exceptional communication skills, a passion for customer care, and experience managing a dealership service BDC or similar high-volume customer service team.

By working at a Ford dealership, you can be a part of a brand that honors the past, and is invested in the future. Join the Ford Family where we value service to each other and the world as much as to our customers!

Benefits

• Health, Medical and Dental
• 401K Plan
• Paid time off and vacation
• Growth opportunities
• Employee vehicle purchase plans
• Family owned and operated
• Long term job security
• Flexible Work Schedule

Responsibilities

• Oversee all inbound and outbound service appointment calls, ensuring prompt and professional customer interactions
• Manage and track service leads, follow-ups, and appointment scheduling to maximize shop capacity
• Develop and implement strategies to increase service retention and drive traffic to the service department
• Monitor and report on service appointment performance metrics (daily, weekly, monthly)
• Provide ongoing coaching, training, and support to BDC representatives to improve call handling, appointment setting, and customer satisfaction
• Collaborate with the Service Manager and leadership team to align service goals and daily operations
• Maintain a high level of organization and efficiency within the BDC team's processes and workflows
• Handle escalated service calls and resolve customer concerns with a focus on satisfaction and retention

Requirements

• Prior leadership experience in a service BDC or similar customer-focused call center preferred
• Automotive dealership experience, particularly in service operations, strongly preferred
• Exceptional verbal and written communication skills
• Strong organizational, multitasking, and time management abilities
• Proficient with CRM, Google Suite, Excel, and dealership management systems (e.g., CDK, Reynolds & Reynolds)
• Positive, energetic attitude with a focus on team success and continuous improvement
• Driven by results and capable of meeting department goals and key performance indicators

We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.