Service BDC Manager
About The Position
Toyota of Olympia is seeking an experienced, driven, and people-focused Service BDC Manager to lead our Service Business Development Center team. This is a leadership role for someone who understands that a high-performing BDC is not simply about answering phones and setting appointments — it is about creating an exceptional customer experience, building strong processes, driving accountability, maximizing service retention, and developing a team culture focused on consistency and results. We are looking for someone who can lead from the front, coach effectively, hold high standards, and help drive continued growth in one of the region’s busiest Toyota service departments.
Requirements
- Previous automotive Service BDC leadership or management experience required
- Strong understanding of dealership service operations and appointment processes
- Proven experience leading teams and driving performance
- Excellent communication, coaching, and interpersonal skills
- Strong organizational, multitasking, and problem-solving abilities
- Experience with CRM systems, scheduling platforms, and dealership software
- Ability to work collaboratively in a team-focused environment
- Professional demeanor with strong accountability and leadership presence
Nice To Haves
- Reynolds & Reynolds experience preferred
- Toyota dealership experience strongly preferred
Responsibilities
- Lead, coach, and develop the Service BDC team to maximize performance, appointment show rates, customer satisfaction, and retention
- Oversee daily operations of the Service BDC department including inbound calls, outbound follow-up, appointment scheduling, campaigns, and customer communication
- Monitor KPIs, conversion metrics, appointment effectiveness, and team productivity
- Ensure a high level of professionalism, responsiveness, and consistency in all customer interactions
- Work closely with Service Advisors, Service Managers, and leadership to improve communication, workflow, and customer experience
- Develop processes and accountability systems that support efficiency and long-term growth
- Train, mentor, and motivate team members while maintaining high performance standards
- Help create a positive, energetic, accountable culture within the department
- Identify opportunities to improve customer retention, service traffic, and operational effectiveness
- Assist in hiring, onboarding, and performance management of BDC team members
Benefits
- Medical
- dental
- vision
- life insurance
- 401(k)
- Paid vacation
- holidays
- Employee vehicle purchase program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
