Bdc Manager

Southern 441 Toyota•Royal Palm Beach, FL

5d•Onsite

About The Position

Southern 441 Toyota is seeking an experienced and motivated BDC (Business Development Center) Manager to lead and oversee our Service BDC Department. This is an excellent opportunity for a professional with strong leadership skills, customer service experience, and a passion for driving results in a high-volume dealership environment.

Requirements

Previous automotive dealership BDC or Service Department management experience preferred.
Strong leadership and team-building skills.
Excellent communication and customer service abilities.
Proven ability to manage inbound and outbound sales/service call campaigns.
Experience with CRM systems and dealership software.
Highly organized, goal-oriented, and self-motivated.
Ability to thrive in a fast-paced, high-volume environment.

Responsibilities

Manage and oversee all daily operations of the Service BDC Department.
Lead, coach, and develop a team of BDC representatives.
Monitor and improve inbound and outbound call performance.
Handle customer inquiries, appointments, follow-up calls, and service retention activities.
Ensure exceptional customer service and customer satisfaction at every touch point.
Manage customer concerns and assist in resolving escalated situations.
Track and improve CXI (Customer Experience Index) scores and service department performance metrics.
Work closely with Service Advisors, Management, and BDC staff to maximize appointment show rates and service revenue.
Monitor appointment scheduling, confirmation processes, and customer communication.
Analyze daily, weekly, and monthly performance reports and implement improvement strategies.