Automotive Service BDC Manager

About the role

The Service BDC Manager will play a critical role in driving service appointment scheduling, customer retention initiatives, communication excellence, and overall customer satisfaction across multiple dealership brands.

Key Responsibilities

• Manage the daily operations of the Service BDC team supporting multiple dealership brands
• Maintain inbound call, internet lead, text messaging, and email communications related to service scheduling
• Schedule service appointments efficiently, accurately, and confirm them properly
• Train, coach, motivate, and develop Service BDC representatives to achieve performance and customer satisfaction goals
• Collaborate with Service Advisors, Service Managers, and dealership leadership to maximize service department efficiency
• Support customer retention, maintenance reminder, and service reactivation campaigns
• Resolve escalated customer concerns professionally and promptly
• Monitor team performance metrics and appointment conversion rates
• Prepare reports and provide operational insights to dealership leadership and the BDC Director
• Identify opportunities to improve processes, customer communication, and overall service retention
• Help maintain a positive, professional, and customer-focused culture within the BDC department

Qualifications

• Previous automotive dealership BDC, service, or customer experience leadership experience required
• Strong leadership, coaching, and team development abilities
• Excellent verbal and written communication skills
• Exceptional customer service and conflict resolution skills
• Experience with CRM systems, service scheduling tools, and dealership software
• Strong organizational, analytical, and problem-solving skills
• High school diploma or equivalent required; college degree preferred
• 2+ years of automotive Service BDC management or supervisory experience preferred
• Strong understanding of dealership service scheduling, workflow, and retention strategies
• Experience with CDK, Xtime, VinSolutions, DealerFX, or similar dealership platforms preferred
• Proven track record of improving appointment-setting performance and customer retention

Preferred Experience

• Experience with CDK, Xtime, VinSolutions, DealerFX, or similar dealership platforms
• Proven track record of improving appointment-setting performance and customer retention

Compensation & Benefits

• Competitive base salary plus performance-based bonus opportunities
• Health and dental insurance
• Paid vacation, sick time, and holidays
• 401(k) with company match
• Employee vehicle purchase and service discounts
• Ongoing training and professional development
• Advancement opportunities within one of New Hampshire's leading automotive dealership groups