Service Business Development Manager
About The Position
As the Service BDC Manager, you are the engine that drives the shop’s production. You will lead a centralized team of Service BDC agents located at our Toyota facility while maximizing service revenue and appointment volume for our Nissan dealership and our brand-new, state-of-the-art Kia dealership. Your primary goal is to bridge the physical gap between the BDC and the Service Drive, ensuring every lead is handled with “Grand Opening” urgency and precision. This role is responsible for maximizing appointment capacity, improving show rates, increasing service retention, and driving measurable service revenue growth across the group. Success comes from building strong processes, holding teams accountable, coaching performance daily, and aligning BDC efforts directly with service department capacity and goals. This is a production-driven leadership position where execution equals income.
Requirements
- Experienced BDC, service department, or call center leadership preferred
- Strong understanding of dealership service operations and appointment flow
- Proven ability to track metrics and drive production results
- Experience with CRM systems and manufacturer engagement platforms
- Process-driven mindset with strong accountability standards
- Strong leadership presence with the ability to coach and motivate teams
- Highly organized, disciplined, and results-oriented
- Professional communication skills and ability to manage multi-store operations
Responsibilities
- Lead and manage the Service BDC team across all three dealerships
- Drive appointment setting, confirmations, and show-rate performance
- Ensure appointment capacity is fully utilized daily
- Monitor KPIs including appointment volume, revenue impact, retention, and CRM compliance
- Establish and enforce consistent scripts, follow-up processes, and communication standards
- Train, coach, and develop BDC representatives
- Partner closely with Service Managers to align scheduling and workflow
- Handle escalated customer concerns professionally
- Identify opportunities to improve efficiency and service growth
Benefits
- 401(k) retirement plan
- Medical, Vision, and Dental insurance
- Life insurance
- Paid training and ongoing professional development
- Paid time off and holidays
- Opportunities for advancement within the organization
- Supportive, family-owned leadership environment
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
