BDC Service Manager

Asbury Automotive Group•Arlington, VA

About The Position

The BDC Service Manager creates service appointment demand by using a systematic process to convert service email leads and phone calls into dealership service appointments. The role answers inbound service calls and email leads, identifies customer needs, and offers solutions efficiently and professionally. In addition to performing agent duties, the manager mentors and serves as a liaison to a team of 10 agents, monitoring team performance and helping the team meet outbound service-call goals. The role contributes to an exceptional guest experience by supporting coworkers who serve guests, treating coworkers, customers, and vendors professionally and respectfully, and adhering to company policies and procedures. It also requires maintaining an organized work area, a professional appearance, an accurate timecard, and reliable attendance. The manager protects dealership assets, represents the company positively, and performs other related duties that support the organization’s mission and vision.

Requirements

Ability to identify caller needs and offer solutions efficiently and professionally.
Professional and respectful conduct with coworkers, customers, and vendors.
Adherence to company policies and procedures, dealership dress code, and Attendance Policy.
Ability to maintain accurate records, documentation, and timecards.
Ability to work collaboratively in a team-based environment.

Responsibilities

Create service appointment demand by converting service email leads and phone calls into dealership appointments.
Answer inbound service phone inquiries and set appointments efficiently and professionally.
Reply to online service email requests within 30 minutes, as required.
Maintain daily records and documentation.
Complete outbound service calls totaling 900 to customers to confirm appointments, reschedule missed appointments, and remind customers of needed service.
Report on, counsel, and monitor the team to achieve outbound service-call goals.
Review and score team members’ call evaluations.
Meet daily, weekly, and monthly objectives.
Use the manufacturer’s prospecting and marketing tools, if applicable.
Mentor and act as liaison to 10 agents.
Work with other BDC members in a team-based atmosphere and assist coworkers in serving guests.
Follow company policies and procedures, maintain a clean and organized work area, and adhere to the dealership dress code.
Maintain an accurate timecard and report to work as scheduled and as required by the Attendance Policy.
Oversee and protect dealership assets and project a positive company image.
Perform other related duties that support the organization’s mission and vision.

Benefits

Weekly pay; pay from $18 hourly.
Paid holidays and paid time off.
Paid training.
Stock awards for eligible management and front-line team members.
Medical, vision, dental, accident, critical illness, and hospital indemnity insurance plans.
Up to 12 weeks of paid pregnancy leave (disability leave).
Paid parental leave.
Health savings accounts.
Flexible spending accounts.
Short-term and long-term disability plans.
Whole life and term life insurance.
401(k) with company match.
Digital career path tool and 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.
Paid volunteer hours through community service initiatives.
Employee referral program with bonus opportunities.