Mercedes-Benz Service Center BDC Appointment Manager

About the role

Mercer-Benz 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

Skills

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

Benefits

$64,750 - $86,500 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

Pay

$64,750 - $85,500 annually

Schedule

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

About Mauro Motors

Mauro Motors is a family-owned Connecticut luxury dealer group operating Mercedes-Benz of North Haven, BMW of North Haven, and BMW of Bridgeport. Our core values — Mentally Tough, All-In, Uplifting Culture, Remarkable Service, and Overdrive — aren't wall art. They're how we operate every day.