Automotive Sales BDC Manager - Remote
Freedom Motors USA•Battle Creek, MI
•$75,000 - $100,000•Remote
About The Position
The BDC Manager is a remote leadership role responsible for building, coaching, and managing a team of BDC members who handle inbound and outbound communication for Freedom Motors USA. This role drives appointment-set rates for virtual video demos, ensuring every customer receives a compassionate, knowledgeable, and consultative experience. Responsible for team KPI attainment, script adherence, CRM discipline, video demo scheduling strategy, and the continuous development of the team.
Requirements
- Presently in a role as SALES BDC Supervisor or Manager with 3+ years of experience in an automotive BDC, call center, or inside sales environment.
- Demonstrated ability to lead and motivate a fully remote team to consistent KPI attainment.
- Proficiency with automotive or mobility-focused CRM platforms.
- Exceptional communication skills with a warm, patient, and consultative style suited for medically sensitive customer conversations.
- Experience scheduling and managing virtual appointments or video-based demos/consultations.
- Reliable high-speed internet and a professional, distraction-free remote workspace.
Nice To Haves
- Experience in adaptive equipment, home health, medical device, or disability services sales is highly preferred.
- Familiarity with wheelchair-accessible vehicle conversions is a significant advantage.
- Experience with virtual demo delivery via Zoom, Teams, or FaceTime in a sales or customer experience context also highly preferred.
Responsibilities
- Recruit, onboard, and develop BDC team members with a focus on empathy, productivity, and communication excellence.
- Lead daily virtual stand-ups, weekly one-on-one coaching sessions, and monthly performance reviews via video conference.
- Monitor real-time call queues, live chat, and CRM pipelines to ensure service level compliance throughout all hours of operation.
- Manage remote scheduling, PTO, and shift coverage to maintain consistent availability across all contact channels.
- Develop and execute a video demo appointment strategy that allows customers to experience conversions remotely via video.
- Train BDC Mobility Advisors to confidently pitch, schedule, and confirm live video walkthroughs of accessible vehicles.
- Work with VP of Sales and Sales Assistant to ensure accurate reporting of sales and sales activities.
- Manage video demo calendar capacity, ensuring adequate specialist and videographer coverage for all scheduled demonstrations.
- Track video demo show set rates, video demo kept conversion rates, and customer satisfaction scores separately from in-store KPIs.
- Define, track, and report on individual and team KPIs daily, weekly, and monthly through Freedom Motors’ CRM and reporting dashboards.
- Analyze performance data to identify trends, coaching opportunities, and process improvements.
- Implement performance improvement plans for underperforming team members in partnership with HR.
- Present KPI scorecards and strategic insights to senior leadership in recurring review meetings.
- Develop and maintain inbound, outbound, video demo scheduling, and objection-handling scripts.
- Review a minimum of 5 recorded calls per BDC team member weekly to ensure script compliance and compassionate communication.
- Score all interactions using a Freedom Motors QA rubric that weighs both performance metrics and empathy indicators.
- Update scripts quarterly and follow any product line changes, new conversion launches, or current marketing promotions.
- Ensure 100% CRM log compliance for every customer touchpoint, including call notes, video demo scheduling activity, and follow-up sequences.
- Configure BDC workflows, lead routing, and task automation within the CRM platform.
- Ensure all BDC team members are trained in disability etiquette, person-first language, and sensitivity best practices.
- Develop resource guides for advisors covering common mobility conditions, WAV product categories, and funding sources.
- Establish escalation procedures for complex customer needs, ensuring timely handoffs to Sales or Mobility Specialists.
- Champion the Freedom Motors mission in every team interaction and customer touchpoint.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
