Service BDC Supervisor

Harr Motor Group•Worcester, MA

1d•Onsite

About The Position

The Service BDC Supervisor is a leadership role responsible for overseeing the daily operations of our Service Business Development Center team. You will manage agent workflows, coordinate outreach campaigns, monitor performance, and ensure that every customer opportunity is handled accurately and professionally. The primary goal is to lead a high-performing BDC team that consistently sets quality appointments, meets daily goals, and delivers an exceptional customer experience across our Toyota and CDJR brands.

Requirements

Prior experience in a BDC supervisory, team lead, or service coordination role preferred
Strong leadership, coaching, and team accountability skills
Excellent verbal and written communication abilities
Highly organized with the ability to manage multiple priorities and people simultaneously
Confident decision-maker who can problem-solve in a fast-paced environment
Proficiency in CRM platforms
Knowledge of Toyota and/or CDJR service operations a plus
Able to collaborate with Service and Parts managers

Nice To Haves

Prior experience in a BDC supervisory, team lead, or service coordination role
Knowledge of Toyota and/or CDJR service operations

Responsibilities

Supervise and support daily BDC agent activity, ensuring tasks are completed accurately and on time
Set, communicate, and enforce daily agent goals to drive consistent team performance
Train and mentor agents on best practices, word tracks, and outreach strategies
Manage a variety of customer lists to boost outreach and maximize daily contact opportunities
Monitor and follow up on no-shows, verifying VINs and customer contact information to recover missed appointments
Plan and execute weekly mass maintenance text campaigns for Toyota and CDJR brands