BDC Service Representative - Team Lead

Autobahn Fort Worth • Fort Worth, TX

3d

About The Position

The BDC Service Team Lead guides and supports the Service BDC team in delivering exceptional customer experiences and achieving departmental goals. The role leads by example and fosters accountability, professionalism, and continuous improvement, with a focus on communication, organization, team development, and high-quality customer service.

Autobahn is a family-owned luxury automotive dealership group representing brands including Porsche, Land Rover, BMW, Cadillac, Volvo, MINI, and Volkswagen. The organization emphasizes relationship-building, automotive expertise, and transparency, and is planning a 75-acre luxury automotive campus projected to open in 2028.

Requirements

• Previous BDC, customer service, call center, or automotive service experience.
• Strong organizational skills and the ability to multitask in a fast-paced environment.
• Excellent verbal and written communication skills.
• Ability to coach, develop, and motivate team members.
• Professional, customer-focused demeanor and strong problem-solving abilities.
• Patience, empathy, and commitment to exceptional customer service.
• Proficiency with CRM systems and Microsoft Office applications.
• Professional, well-groomed personal appearance.
• Clean driving record and valid driver's license.
• Willingness to submit to and pass a pre-employment background check and drug screen.

Nice To Haves

• Prior leadership, supervisory, mentoring, or team lead experience.

Responsibilities

• Lead, coach, and motivate the Service BDC team to meet appointment-setting, customer-retention, and performance objectives.
• Monitor daily team activities, productivity, and customer interactions to ensure quality standards are met.
• Assist with scheduling and confirming service appointments and managing appointments efficiently across the team.
• Handle escalated customer concerns and work with management to ensure timely resolution.
• Review call recordings, emails, and CRM activity to identify coaching opportunities and maintain service excellence.
• Collaborate with Service Advisors, Service Managers, and other dealership departments to support workflow and customer satisfaction.
• Track key performance indicators, generate reports, and communicate team results to management.
• Ensure customer interactions and appointments are accurately documented in CRM systems.
• Support hiring, onboarding, and performance management initiatives for the BDC team.
• Maintain a positive, team-oriented work environment focused on customer satisfaction and continuous improvement.

Benefits

• Competitive PTO
• 401(k) with company match
• Recognition programs
• Anniversary bonuses
• Lease payment assistance
• Career advancement opportunities
• A work-life balance opportunity described as one of the best in the automotive industry
• Highly rewarding compensation structure
• Premium benefits

What This Job Offers

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