Mercedes-Benz Service Center BDC Appointment Manager

About the role

Mercs of North Haven is the flagship store of the Mauro Motors Automotive Group, a family-owned Connecticut dealer group built on accountability, process discipline, and a relentless commitment to the customer experience. Our service department is the heartbeat of this dealership, and the BDC is the front door. We're looking for a Service BDC Manager who has been in the trenches — someone who knows what a well-run BDC looks like, has coached agents through objections, and understands that appointment show rate is just as important as appointment set rate. You'll own the people, the process, and the numbers.

Responsibilities

• Day-to-day leadership and performance management of the Service BDC team — scheduling, coaching, accountability
• Inbound and outbound call handling standards: scripts, objection handling, tone, and call-to-appointment conversion targets
• Appointment show rate — you're accountable for confirmation cadence, not just booking volume
• Monitoring and reporting on key BDC metrics: calls handled, contact rate, set rate, show rate, and lost opportunities
• Coordinating tightly with the Service Manager and Advisors to align BDC scheduling with drive capacity
• Recruiting, onboarding, and training new BDC agents; building bench strength on the team
• Managing the CRM and phone system — ensuring data integrity, follow-up compliance, and no lead left behind
• Driving retention-focused outreach: declined service follow-ups, service reminders, recall notifications, and CSI recovery
• Participating in management meetings and presenting BDC performance to store leadership

Requirements

Prior automotive BDC experience is required. Candidates without dealership BDC experience will not be considered.

Qualifications

• Direct experience working in a dealership BDC — service, sales, or both
• Proven ability to lead, coach, and hold a team accountable to performance standards
• Hands-on CRM experience
• Process-oriented — you build scripts, follow-up cadences, and quality checks, then enforce them consistently
• Direct, professional communicator with agents, advisors, and leadership
• Understanding that every client interaction at a Mercedes-Benz store carries a higher standard

Schedule

This is a retail automotive position candidates must have full availability Monday through Friday.

Benefits

• $84,500 - $100,000 annual compensation based on experience
• Medical, dental & vision insurance
• 401(k) retirement plan
• Paid time off and holidays
• Employee discounts on vehicles and service
• Monthly M.A.U.R.O. Core Values recognition program