Centralized BDC Manager (Service)

Bergey's•Souderton, PA

2d•Onsite

About The Position

The Service BDC Manager leads the centralized team responsible for scheduling every service appointment across the dealer group. This role owns the day-to-day performance of the Inbound Hub and outbound campaign functions, manages the relationship with scheduling and AI vendors (PBS, Xtime, Alpha AI), and ensures the department operates as a single, consistent point of contact so service advisors can focus fully on the customer once the vehicle is in the drive.

Requirements

3+ years of experience in an automotive dealership environment, in service, sales, or BDC operations
Prior experience leading or supervising a customer-facing team, call center, or service department function
Working knowledge of dealership CRM/DMS platforms and call-tracking or scheduling technology
Strong verbal and written communication skills, with the ability to coach phone-based staff on script structure and objection handling
Valid Driver's License
Successful completion of pre-employment background checks and drug screening

Nice To Haves

Experience as a BDC Manager with a focus on retention and process, rather than a pure sales-conversion background
Experience managing a multi-rooftop and multi-brand operation

Responsibilities

Recruit, onboard, and train Inbound Hub and outbound agents across all brand-family pods
Coach agents on call structure, objection handling, and pay-type accuracy using call recordings and scorecards
Oversee the Team Lead bonus arrangement, ensuring coaching and backup-coverage duties are being met
Set and communicate individual and team performance goals, tied to appointment set rate, show rate, and containment metrics
Own capacity-aware scheduling policy so appointments match real technician and bay availability by rooftop and day-part
Ensure pay-type identification (customer-pay, warranty, recall) is accurate at the point of booking to eliminate advisor rework
Maintain the confirmation and reschedule cadence (24–48 hour touch) across all rooftops
Align Hub staffing schedules with actual service department hours across all locations
Serve as the primary point of contact for PBS, Xtime, and Alpha AI vendor relationships
Monitor AI-assisted scheduling performance (containment rate, sentiment, scheduling %) and escalate issues in the handoff between AI and agents
Evaluate expansion of AI-assisted scheduling to additional rooftops based on per-store call volume and cost analysis
Ensure agents are trained on and using available tools fully, including PBS in-DMS texting with service advisors
Track and report KPIs including appointment set rate, show rate, no-show rate, outbound call success rate, and AI call containment
Analyze appointment and RO data to identify coaching opportunities and process gaps
Prepare regular performance updates for dealership leadership and ownership
Partner with service advisors and fixed operations leadership to ensure scheduling supports technician capacity and workflow
Coordinate with OEM-specific requirements across brand-family pods (GM, Ford/Lincoln, Import)
Support change management as advisor-facing scheduling responsibilities shift fully to the BDC