BDC MANAGER
About The Position
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.
Requirements
- 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.
- Previous experience in BDC management, high-volume call center supervision, or automotive sales.
- High school diploma or GED required.
Nice To Haves
- some college preferred
Responsibilities
- 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.
- 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.
- 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.
- 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.
Benefits
- health insurance
- dental insurance
- vision insurance
- 401(k) with company match
- paid time off
- employee discounts
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
