Mercedes-Benz Service Center BDC Appointment Manager
About The Position
Mercedes-Benz of North Haven is seeking a Service BDC Manager to lead their Service BDC team. This role requires a candidate with direct experience in an automotive dealership BDC, who understands the importance of appointment show rates and can manage people, processes, and numbers. The ideal candidate will be responsible for day-to-day leadership, performance management, setting call handling standards, monitoring key metrics, coordinating with service advisors, recruiting and training new agents, managing the CRM and phone system, and driving retention-focused outreach. This is a full-time retail automotive position requiring full availability Monday through Friday.
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
