Service BDC Manager

Service BDC Manager

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

• Toyota Care 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…