Service Appointment Coordinating Manager - Toyota of Naples

Germain Automotive Partnership•Naples, FL

13d

About The Position

The Service BDC Manager’s role is to understand and implement business policies and processes and inspire the BDC staff to reach departmental goals. This will be done by coaching and encouraging the team to provide excellent customer service to the guests and the service staff.

Requirements

Service, sales, internet or call center experience.
CRM experience with the ability to analyze reports.
Proven track record of coaching and monitoring staff so goals are met.
Self-starter and motivated to lead by example
Ability to pass a pre-employment background check and drug screening is required
Ability to work evenings and weekends.

Nice To Haves

Dealership experience preferred.
Being bilingual is helpful but not required
Managerial experience in a call center is preferred

Responsibilities

Review the performance of the BDC staff daily.
Recruit and hire new employees.
Work closely with Service Director and manager to determine marketing campaigns.
Resolve BDC concerns or escalates it the Management
Ensure that quality guidelines are being followed.
Tracking BDC activities to identify trends so a marketing campaign can be created.
Creates, generates, and performs analysis on reports to track BDC processes to improve departmental numbers.
Maintaining and updating phone scripts on a weekly basis.