Service Business Development Manager

• Competitive Pay - (Insert Pay Range)


• Performance-Based Bonuses


• Medical, Dental, Vision, and Life Insurance


• 401(k) Retirement Plan


• Short- and Long-Term Disability


• PTO & Sick Leave


• Paid Training & Professional Development


• Employee Discounts

• Team Leadership: Recruit, train, and coach BDC agents on the handling of inbound and outbound calls, lead management, and handling customers objections.
  
  
  
  • Supervise BDC agents provides daily guidance, performance feedback, and motivation to achieve daily goals.
  
  
  • Establish and monitor key performance indicators (KPIs) to include lead conversion, appointment show rate and retention metrics.
  
  
  • Conduct regular performance reviews.
  
  
  • Coordinate training to enhance lead conversion, communication skills as well as customer experience.
  
  
  • Maintain a positive and professional team culture.
  
  
  
  


• Outreach Strategy: Strategically direct outbound call, text, and email campaigns with a focus on process optimization. Manage inbound internet leads, phone calls, and website requests while converting these leads to booked service appointments.


• Lead Management: A primary duty involves acquiring, developing, and implementing a comprehensive process of generating high-quality leads through outbound calls, texts, and email.
  
  
  
  • This includes establishing response time standards, scripts, lists and campaigns.
  
  
  • Monitor and manage lead distribution to guarantee that no opportunity is missed.
  
  
  • Analyze data to identify trends and make recommendations for improving lead generation and conversion.
  
  
  
  

• Onboarding & Training: Facilitate ongoing training sessions, new hire orientation, personalized coaching plans, software systems utilization, and effective lead management.

• Performance Analysis: Monitor KPI’s and service metrics such as closing rates, appointments set, appointment show rates, transaction values, and customer retention.
  
  
  
  • Analyze these areas to identify skill gaps, future training needs, and specific areas of improvement.
  
  
  • Listen to agent calls and coach on call quality.
  
  
  • Regular performance audits.
  
  
  
  

• Fixed Operations Strategy & Collaboration: Communicate with General Managers and Service Managers across all stores to align initiatives, shop capacity utilization, and department profitability.
  
  
  
  • Conduct monthly meetings with each locations GM & SM on key metrics, performance, phone data, and industry changes.
  
  
  • Discuss Appointment volume, shop capacity, monthly campaigns, and action plans for improvement.
  
  
  
  

• Proven experience in automotive service operations, BDC management, or fixed operations preferred.


• Proven leadership skills with the ability to motivate, build trust, and drive compliance with company standards across all levels of dealership staff.


• Solid experience in leading a service BDC team in an automotive dealership environment.


• Strong understanding of automotive maintenance schedules and repair processes


• Experience building and implementing scalable processes and systems.


• Strong background in KPI development, performance tracking, and accountability structures


• Exceptional communication skills with the ability to defuse tense customer situations.


• High accountability mindset with a focus on results and exceeding targets


• Time management and multitasking skills in a fast-paced environment


• Proficient technology skills with CRM and DMS and Manufacturers software


• Team player with collaborative attitude

About Us