BDC manager

Elmhurst Ford•Bensenville, IL

7d•Onsite

About The Position

Elmhurst Ford is seeking an experienced, motivated, and results-driven Service Business Development Center (BDC) Manager to lead and develop our Service BDC operation. The Service BDC Manager is responsible for driving service appointment volume, improving customer retention, maximizing declined-service and maintenance opportunities, and ensuring our customers receive a professional and consistent experience from initial contact through their service visit. This is a hands-on leadership position. The ideal candidate understands dealership fixed operations, is highly comfortable with outbound customer contact, can manage a team through measurable KPIs, and understands that a successful BDC should produce a clear and measurable return on investment for the dealership.

Requirements

Previous automotive dealership BDC management experience.
Service BDC or dealership fixed operations experience strongly preferred.
Experience with Xtime or comparable dealership scheduling/CRM platforms.
Strong understanding of dealership service operations.
Proven ability to manage and develop employees.
Strong telephone, written, and interpersonal communication skills.
Ability to analyze reports and use data to improve performance.
Strong organizational and follow-up skills.
Comfortable establishing and enforcing performance standards.
Ability to work effectively with Service Advisors, technicians, Parts, management, and other dealership departments.
Strong customer-service and problem-solving abilities.

Responsibilities

Recruit, train, coach, and manage Service BDC representatives.
Establish daily, weekly, and monthly performance expectations.
Conduct regular call reviews and provide individual coaching.
Create a positive, competitive, and accountable team environment.
Develop effective phone, text, and email processes and scripts.
Ensure representatives are consistently following up with customers and documenting activity.
Hold the department accountable for both activity and results—not simply call volume.
Drive inbound and outbound service appointment scheduling.
Manage follow-up campaigns for: Declined services, Overdue maintenance, Lost and inactive customers, First-service customers, Recall opportunities, Previously canceled or missed appointments, Customers who have not returned within expected service intervals, Outside customer and fleet prospect lists.
Develop strategies to reactivate customers who have not serviced with Elmhurst Ford recently.
Increase appointment volume while maintaining appointment quality and show rates.
Support customer retention initiatives designed to increase long-term service loyalty.
Manage the department based on measurable results.
Regularly report BDC performance to Fixed Operations leadership and identify opportunities to improve productivity, conversion, and profitability.
Utilize Xtime and other dealership systems to manage service opportunities and customer communication.
Maintain accurate customer records, appointment information, and follow-up activity.
Create and manage outbound campaigns based on dealership objectives.
Monitor appointment capacity and work closely with Service Management to maximize shop utilization.
Ensure campaigns are targeted appropriately based on available technician capacity and dealership needs.
Track campaign performance from initial contact through completed repair order whenever possible.
Work closely with the Fixed Operations Director, Service Managers, Service Advisors, Parts Department, and other dealership leadership.
Understand daily and future shop capacity.
Help fill open appointment capacity strategically.
Communicate appointment trends and potential capacity issues.
Support Service Advisors with customer follow-up when appropriate.
Identify recurring customer concerns or breakdowns in dealership processes.
Coordinate campaigns around seasonal maintenance, recalls, declined work, and dealership promotions.
Ensure the BDC supports the Service Department rather than simply generating appointment volume without consideration for operational capacity.
Ensure that representatives communicate clearly and professionally.
Ensure that representatives accurately set customer expectations.
Ensure representatives avoid misleading customers simply to secure an appointment.
Ensure representatives properly document customer concerns.
Ensure representatives follow through on commitments.
Ensure representatives handle difficult customer situations professionally.
Ensure representatives escalate concerns appropriately when management assistance is required.
Build a department that keeps Elmhurst Ford customers returning for service.
Build a department that recaptures previously declined work.
Build a department that reactivates lost customers.
Build a department that creates additional service opportunities.
Build a department that improves shop utilization.
Build a department that supports Service Advisor productivity.
Build a department that produces measurable incremental gross profit.
Build a department that provides leadership with clear reporting demonstrating the BDC's return on investment.
Take ownership of the department and its results.
Be proactive, organized, competitive, professional, and comfortable being held accountable to measurable performance standards.
Continually look for opportunities to improve processes, develop employees, increase customer retention, and generate additional service business for Elmhurst Ford.