Business Development Center Service Manager will be responsible for phone, internet, and campaign generated service sales, will supervise BDC service representatives, receptionist and scanning team.  BDC Service Manager in conjunction with BDC Sales Manager will supervise and execute the duties of the BDC.

ESSENTIAL DUTIES:

Staff Management for BDC Service representatives, receptionist and scanning team

• Hire, evaluate, train, motivate, coach, and monitor the performance of all BDC Service representatives, receptionist and scanners.
• Direct and schedule the activities of BDC Service representatives, receptionist and scanners
• Ensure staff adherence to pre-set processes, phone scripts and procedures
• Meet goals and objectives set for appointments and closing %’s, sales
• Develop programs of improvement for staff who are not meeting objectives
• Oversee the responses to all incoming service calls and outbound campaign and survey calls for Dealership ensuring successful handoffs of appointment to the service departments, collision center, detail and quick lube facilities.
• Collect and analyze metrics for reporting purposes
• Perform ongoing research and documentation of irregularities in service campaign process; website, phone system, and database – notify service management to ensure corrective action to resolve issues  
• Establish SOP’s for BDC Service representatives, receptionist and scanners
• Ensure that all customers are treated with the highest level of customer service
• Ensure adherence to Brand BDC Assessment Standards  

QUALIFICATIONS:  

Education and Experience:

• High School Diploma or Equivalent.
• Preferred at least one year of experience in Automotive industry
• Valid Driver License and clean driving record required.