Service Business Development Manager

New Country Motor Car Group•Germantown, MD

1d•$130,000 - $150,000

About The Position

New Country Motor Car Group is seeking a Service Business Development Manager to join their dynamic team to provide a luxury experience to their Service customers. This is a critical leadership role responsible for leading and developing the Service Business Development Center (BDC) team to drive service department appointment growth, customer retention, and the overall customer experience and satisfaction. The role will oversee daily operations, client outreach, lead management, team performance, and analyze data to optimize appointment volume and shop capacity.

Requirements

Proven experience in automotive service operations, BDC management, or fixed operations preferred.
Proven leadership skills with the ability to motivate, build trust, and drive compliance with company standards across all levels of dealership staff.
Solid experience in leading a service BDC team in an automotive dealership environment.
Strong understanding of automotive maintenance schedules and repair processes.
Experience building and implementing scalable processes and systems.
Strong background in KPI development, performance tracking, and accountability structures.
Exceptional communication skills with the ability to defuse tense customer situations.
High accountability mindset with a focus on results and exceeding targets.
Time management and multitasking skills in a fast-paced environment.
Proficient technology skills with CRM and DMS and Manufacturers software.
Team player with collaborative attitude.

Responsibilities

Recruit, train, and coach BDC agents on the handling of inbound and outbound calls, lead management, and handling customers objections.
Supervise BDC agents, providing daily guidance, performance feedback, and motivation to achieve daily goals.
Establish and monitor key performance indicators (KPIs) to include lead conversion, appointment show rate, and retention metrics.
Conduct regular performance reviews.
Coordinate training to enhance lead conversion, communication skills, as well as customer experience.
Maintain a positive and professional team culture.
Strategically direct outbound call, text, and email campaigns with a focus on process optimization.
Manage inbound internet leads, phone calls, and website requests while converting these leads to booked service appointments.
Acquire, develop, and implement a comprehensive process of generating high-quality leads through outbound calls, texts, and email.
Establish response time standards, scripts, lists, and campaigns.
Monitor and manage lead distribution to guarantee that no opportunity is missed.
Analyze data to identify trends and make recommendations for improving lead generation and conversion.
Facilitate ongoing training sessions, new hire orientation, personalized coaching plans, software systems utilization, and effective lead management.
Monitor KPIs and service metrics such as closing rates, appointments set, appointment show rates, transaction values, and customer retention.
Analyze these areas to identify skill gaps, future training needs, and specific areas of improvement.
Listen to agent calls and coach on call quality.
Conduct regular performance audits.
Communicate with General Managers and Service Managers across all stores to align initiatives, shop capacity utilization, and department profitability.
Conduct monthly meetings with each location's GM & SM on key metrics, performance, phone data, and industry changes.
Discuss appointment volume, shop capacity, monthly campaigns, and action plans for improvement.