BDC Manager (Ford/Lincoln Service)

Beach Automotive Group•Myrtle Beach, SC

About The Position

We are seeking a motivated and results-driven BDC Manager to lead our Business Development Center (BDC) for our Ford and Lincoln Service Departments. This leadership role is responsible for driving appointment volume, improving show rates, enhancing customer experience, and maximizing service lane revenue through strong process execution and team development. The ideal candidate is a hands-on leader with automotive service experience, strong phone coaching skills, and a passion for operational excellence.

Requirements

Previous automotive BDC or Service Department leadership experience preferred
Strong knowledge of dealership operations and service workflows
Proven ability to coach and motivate teams
Excellent communication and organizational skills
CRM and phone system experience (VinSolutions, Reynolds, CDK, Elead, etc.)
Performance-driven mindset with strong attention to detail
Professional leadership presence and customer-first mentality

Responsibilities

Lead, train, and coach Service BDC Representatives to achieve daily, weekly, and monthly performance goals
Manage inbound and outbound call campaigns (maintenance reminders, recalls, mobile service outreach, FordPass/LincolnPass outreach)
Drive appointment set rates, show rates, and customer retention
Monitor call quality and ensure brand-compliant phone scripts and professional communication
Coordinate closely with Service Advisors, Parts, and Management to optimize scheduling flow
Track KPIs including call volume, appointment conversion, show rate, RO production, and CSI performance
Implement Ford/Lincoln brand processes and digital retail service tools
Support Mobile Service scheduling and outreach initiatives
Maintain CRM accuracy and lead management processes
Build a positive, performance-focused team culture