Centralized BDC Manager (Service)

Summary

The Service BDC Manager leads the centralized team responsible for scheduling every service appointment across the dealer group. This role owns the day-to-day performance of the Inbound Hub and outbound campaign functions, manages the relationship with scheduling and AI vendors (PBS, Xtime, Alpha AI), and ensures the department operates as a single, consistent point of contact so service advisors can focus fully on the customer once the vehicle is in the drive.

Essential Duties

• Team Leadership: Recruit, onboard, and train Inbound Hub and outbound agents across all brand-family pods
• Coach agents on call structure, objection handling, and pay-type accuracy using call recordings and scorecards
• Oversee the Team Lead bonus arrangement, ensuring coaching and backup-coverage duties are being met
• Set and communicate individual and team performance goals, tied to appointment set rate, show rate, and containment metrics
• Own capacity-aware scheduling policy so appointments match real technician and bay availability by rooftop and day-part
• Maintain the confirmation and reschedule cadence (24-48 hour touch) across all rooftops
• Align Hub staffing schedules with actual service department hours across all locations
• Technology & Vendor Management: Serve as the primary point of contact for PBS, Xtime, and Alpha AI vendor relationships
• Monitor AI-assisted scheduling performance (containment rate, sentiment, scheduling %) and escalate issues in the handoff between AI and agents
• Evaluate expansion of AI-assisted scheduling to additional rooftops based on per-store call volume and cost analysis
• Ensure agents are trained on and using available tools fully, including PBS in-DMS texting with service advisors
• Performance & Reporting: Track and report KPIs including appointment set rate, show rate, no-show rate, outbound call success rate, and AI call containment
• Analyze appointment and RO data to identify coaching opportunities and process gaps
• Prepare regular performance updates for dealership leadership and ownership
• Cross-Department Collaboration: Partner with service advisors and fixed operations leadership to ensure scheduling supports technician capacity and workflow
• Coordinate with OEM-specific requirements across brand-family pods (GM, Ford/Lincoln, Import)
• Support change management as advisor-facing scheduling responsibilities shift fully to the BDC

Qualifications

• 3+ years of experience in an automotive dealership environment, in service, sales, or BDC operations
• Prior experience leading or supervising a customer-facing team, call center, or service department function
• Working knowledge of dealership CRM/DMS platforms and call-tracking or scheduling technology
• Strong verbal and written communication skills, with the ability to coach phone-based staff on script structure and objection handling
• Preferred Experience as a BDC Manager with a focus on retention and process, rather than a pure sales-conversion background
• Experience managing a multi-rooftop and multi-brand operation
• Certificates, Licenses, Registrations: Valid Driver's License
• Successful completion of pre-employment background checks and drug screening

Bergy's is an equal opportunity employer.