Mercedes-Benz Service Center BDC Appointment Manager
About The Position
Mercedes-Benz of North Haven is seeking a Service BDC Manager to lead their Business Development Center (BDC) team. This role is crucial for managing the customer experience from the initial contact, focusing on appointment setting and show rates. The ideal candidate will have direct experience in an automotive BDC, possess strong leadership and coaching skills, and be adept at managing people, processes, and performance metrics. You will be responsible for ensuring data integrity within the CRM, coordinating with service advisors, and driving customer retention through various outreach programs.
Requirements
- Direct experience working in a dealership BDC — service, sales, or both
- Proven ability to lead, coach, and hold a team accountable to performance standards
- Hands-on CRM experience
- Process-oriented — you build scripts, follow-up cadences, and quality checks, then enforce them consistently
- Direct, professional communicator with agents, advisors, and leadership
- Understanding that every client interaction at a Mercedes-Benz store carries a higher standard
- Prior automotive BDC experience is required. Candidates without dealership BDC experience will not be considered.
Responsibilities
- Day-to-day leadership and performance management of the Service BDC team — scheduling, coaching, accountability
- Inbound and outbound call handling standards: scripts, objection handling, tone, and call-to-appointment conversion targets
- Appointment show rate — you're accountable for confirmation cadence, not just booking volume
- Monitoring and reporting on key BDC metrics: calls handled, contact rate, set rate, show rate, and lost opportunities
- Coordinating tightly with the Service Manager and Advisors to align BDC scheduling with drive capacity
- Recruiting, onboarding, and training new BDC agents; building bench strength on the team
- Managing the CRM and phone system — ensuring data integrity, follow-up compliance, and no lead left behind
- Driving retention-focused outreach: declined service follow-ups, service reminders, recall notifications, and CSI recovery
- Participating in management meetings and presenting BDC performance to store leadership
Benefits
- Medical, dental & vision insurance
- 401(k) retirement plan
- Paid time off and holidays
- Employee discounts on vehicles and service
- Monthly M.A.U.R.O. Core Values recognition program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
