BDC Service Manager

Asbury Automotive • Arlington, VA

2d • Onsite

About The Position

The BDC Service Manager is responsible for creating service appointment demand in our service departments. They will accomplish this task by utilizing a systematic process that ensures service email leads or phone calls is converted to a dealership service appointment. They will answer inbound service phone calls, and email leads. They will be responsible for identifying caller needs and efficiently offering solutions if necessary in a polite, professional manner. Along with duties of the agent, the team leader will act as a mentor and liaison to 10 agents.
Strives to contribute to the store’s efforts to deliver an exceptional guest experience to our guests by making it a top priority to help other team members who are serving out guests (e.g., by being highly responsive to those team members’ requests for information or assistance that will help them serve our guests). Never think “that’s not in my job description”. Wowing our guests is the job of EVERY Team Member, even those who don’t interact directly with guests!
Treats all co-workers, customers, and vendors professionally and with respect.
Adheres to Company Policies and Procedures.
Maintains a clean and organized work area.
Maintains a professional appearance and adheres to the dealership dress code

Requirements

• Act as a mentor and liaison to 10 agents
• Answer inbound service phone calls
• Respond to email leads
• Identify caller needs and efficiently offer solutions
• Maintain a clean and organized work area
• Maintain a professional appearance and adhere to the dealership dress code
• Maintain daily records and documentation
• Complete outbound service calls totaling 900 to customers
• Report, counsel, and monitor entire team to achieve outbound service call goals
• Review and score team members call evaluations
• Meet daily, weekly, monthly objectives
• Utilize manufacturer’s prospecting and marketing tools if applicable
• Work with other BDC members in a team-based atmosphere
• Maintain an accurate timecard
• Report to work as scheduled and as designated within the Attendance Policy
• Oversee and protect the assets of dealership
• Project a positive image for the company

Nice To Haves

• Experience with Clicklane

Responsibilities

• Answers inbound service phone inquiries, setting appointments as necessary in an efficient, professional manner
• Replies to online email requests for service within in 30 minutes as required
• Maintains daily records and documentation as required
• Completes outbound service calls totaling 900 to customers confirming appointments, rescheduling missed appointments, reminding customers of needed service
• Reports, counsels, and monitors entire team to achieve outbound service call goals
• Reviews and scores team members call evaluations
• Meets daily, weekly, monthly objectives
• Utilizes the manufacturer’s prospecting and marketing tools if applicable
• Works with other BDC members in a team-based atmosphere
• Maintains an accurate timecard and report to work as scheduled and as designated within the Attendance Policy
• Oversees and protect the assets of dealership and project a positive image for the company
• Performs other related duties to benefit the mission/vision of the organization

Benefits

• Weekly Pay
• Paid holidays & paid time off
• Paid training
• Stock Awards (select management and front-line team members eligible)
• Medical insurance
• Vision insurance
• Dental insurance
• Accident insurance
• Critical illness insurance
• Hospital indemnity plans
• Up to 12 weeks paid pregnancy leave (disability leave)
• Paid Parental Leave
• Health savings accounts
• Flex spending accounts (tax free)
• Short-term disability plans
• Long-term disability plans
• Life Insurance (Whole Life and Term)
• 401k with company match
• Digital career path tool to assist with career development
• Continuous training through Asbury's Internal Learning Management System
• Professional growth and development opportunities
• Student loan relief resources
• Employee assistance program
• Employee discounts on parts and service repairs
• Scholarship awards
• Opportunities to join community service initiatives, which includes paid volunteer hours
• Aggressive Employee referral program with bonus opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed