Automotive Sales BDC Manager

Benefits

• 401(k) matching
• Bonus based on performance
• Competitive salary
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Wellness resources

Who We Are

Redefining mobility since 1987. Leading manufacturer and retailer of wheelchair-accessible vehicles. Nationwide, family-owned & operated, headquartered in Battle Creek, MI.

Responsibilities

• Onboard, train and develop BDC team members with a focus on empathy, productivity, and communication excellence.
• Lead daily stand-ups, weekly one-on-one coaching sessions, and monthly performance reviews.
• Monitor real-time call queues, live chat, and CRM pipelines to ensure service level compliance throughout all hours of operation.
• Manage scheduling, PTO, and shift coverage to maintain consistent availability across all contact channels.
• Develop and execute a video demo appointment strategy that allows customers to experience conversions remotely via video.
• Train BDC Representatives to confidently pitch, schedule, and confirm live video demos of accessible vehicles.
• Work with VP of Sales and BDC team members to ensure accurate reporting of video demos and sales activities.
• Manage video demo calendar capacity, ensuring adequate specialist and videographer coverage for all scheduled demonstrations.
• Track video demo show set rates, video demo kept conversion rates, and other satisfaction scores.
• Define, track, and report on individual and team KPIs daily, weekly, and monthly through the CRM and reporting dashboards.
• Analyze performance data to identify trends, coaching opportunities, and process improvements.
• Implement performance improvement plans for underperforming team members in partnership with HR.
• Present KPI scorecards and strategic insights to senior leadership in recurring review meetings as needed.
• Develop and maintain inbound, outbound, video demo scheduling, and objection-handling scripts.
• Review a minimum of 5 recorded calls per BDC team member weekly to ensure script compliance and compassionate communication.
• Score all interactions using a Freedom Motors QA rubric that weighs both performance metrics and empathy indicators.
• Update scripts quarterly and follow any product line changes, new conversion launches, or current marketing promotions.
• Ensure 100% CRM log compliance for every customer touchpoint, including call notes, video demo scheduling activity, and follow-up sequences.
• Configure BDC workflows, lead routing, and task automation within the CRM platform.
• Ensure all BDC team members are trained in disability etiquette, person-first language, and sensitivity best practices.
• Develop resource guides for advisors covering common mobility conditions, WAV product categories, and funding sources.
• Establish escalation procedures for complex customer needs, ensuring timely handoffs to Mobility Specialists.
• Champion the Freedom Motors mission in every team interaction and customer touchpoint.

Requirements

• Currently working in a role as a SALES BDC Supervisor or Manager with 3+ years of experience in an automotive BDC, call center, or inside sales environment.
• Demonstrated ability to lead and motivate a team to consistent KPI attainment.
• Expert level knowledge of CRM platforms and ability to adapt quickly to new technologies.
• Exceptional communication skills with a warm, patient, and consultative style suited for medically sensitive customer conversations.
• Experience scheduling and managing virtual appointments or video-based demos/consultations.
• Experience in adaptive equipment, home health, medical device, or disability services sales is highly preferred.
• Familiarity with wheelchair-accessible vehicle conversions is a significant advantage.
• Experience with virtual demo delivery via Zoom, Teams, or FaceTime in a sales or customer experience context also highly preferred.