Service Business Development Manager
Job Summary
New Country Motor Car Group is seeking a Service Business Development Manager to lead and develop the Service Business Development Center (BDC) team. The role focuses on driving service department appointment growth, customer retention, and enhancing the overall customer experience and satisfaction.
Responsibilities
Team Leadership: Recruit, train, and coach BDC agents on handling inbound and outbound calls, lead management, and customer objections. Supervise agents to provide daily guidance, performance feedback, and motivation.
Supervise BDC agents to establish and monitor key performance indicators (KPIs) including lead conversion, appointment show rate, and retention metrics. Conduct regular performance reviews.
Coordinate training to enhance lead conversion, communication skills, and customer experience. Maintain a positive and professional team culture.
Outreach Strategy: Strategically direct outbound call, text, and email campaigns to optimize process. Manage inbound internet leads, phone calls, and website requests to convert leads into booked service appointments.
Lead Management: Acquire, develop, and implement a comprehensive process for generating high-quality leads through outbound calls, texts, and emails. Establish response time standards, scripts, lists, and campaigns. Monitor and manage lead distribution to ensure no opportunities are missed.
Analyze data to identify trends and make recommendations for improving lead generation and conversion.
Onboarding & Training: Facilitate ongoing training sessions, new hire orientation, personalized coaching plans, software system utilization, and effective lead management.
Performance Analysis: Monitor KPIs and service metrics such as closing rates, appointments set, appointment show rates, transaction values, and customer retention. Analyze these areas to identify skill gaps, future training needs, and specific areas of improvement. Listen to agent calls and coach on call quality. Conduct regular performance audits.
Fixed Operations Strategy & Collaboration: Communicate with General Managers and Service Managers across all stores to align initiatives, shop capacity utilization, and department profitability. Conduct monthly meetings with each location's GM and SM on key metrics, performance, phone data, and industry changes. Discuss appointment volume, shop capacity, monthly campaigns, and action plans for improvement.
Qualifications
Proven experience in automotive service operations, BDC management, or fixed operations preferred.
Proven leadership skills with the ability to motivate, build trust, and drive compliance with company standards across all levels of dealership staff.
Solid experience in leading a service BDC team in an automotive dealership environment.
Strong understanding of automotive maintenance schedules and repair processes.
Experience building and implementing scalable processes and systems.
Strong background in KPI development, performance tracking, and accountability structures.
Exceptional communication skills with the ability to defuse tense customer situations.
High accountability mindset with a focus on results and exceeding targets.
Time management and multitasking skills in a fast-paced environment.
Proficient technology skills with CRM and DMS and Manufacturer's software.
Team player with a collaborative attitude.
About Us
New Country Motor Car Group is one of the largest independent auto groups in the United States. We are a family-owned and operated company committed to fostering a rewarding work environment through investing in our people. We represent respected luxury automotive manufacturers with dealerships in Connecticut, New York, Maryland, Pennsylvania, Virginia, and Florida, carrying brands like Ferrari, Porsche, BMW, Audi, Mercedes-Benz, Jaguar, Land Rover, Lexus, MINI, and Toyota.
Benefits
Competitive Pay - (Insert Pay Range)
Performance-Based Bonuses
Medical, Dental, Vision, and Life Insurance
401(k) Retirement Plan
Short- and Long-Term Disability
PTO & Sick Leave
Paid Training & Professional Development
Employee Discounts