Service Business Development Manager
Job Summary
New Country Motor Car Group is seeking a Service Business Development Manager to lead and develop their Service Business Development Center (BDC) team. The role is critical for 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.
Outreach Strategy: Strategically direct outbound calls, texts, and email campaigns to optimize lead conversion and customer engagement. Manage inbound leads and convert them into booked service appointments.
Lead Management: Acquire, develop, and implement processes for generating high-quality leads through outbound calls, texts, and emails. Monitor and manage lead distribution to ensure no opportunities are missed.
Analyze Data: Analyze data to identify trends and make recommendations for improving lead generation and conversion. Conduct regular performance reviews and coach agents on call quality.
Onboarding & Training: Facilitate ongoing training sessions, new hire orientation, personalized coaching plans, and software system utilization. Ensure agents are proficient in CRM and DMS software.
Performance Analysis: Monitor KPIs and service metrics such as closing rates, appointment set, appointment show rates, transaction values, and customer retention. Identify skill gaps and future training needs.
Fixed Operations Strategy & Collaboration: Communicate with General Managers and Service Managers to align initiatives, shop capacity utilization, and department profitability. Conduct monthly meetings to discuss key metrics, performance, and action plans for improvement.
Qualifications
Proven experience in automotive service operations, BDC management, or fixed operations.
Strong leadership skills with the ability to motivate and build trust across all levels of dealership staff.
Experience building and implementing scalable processes and systems.
Exceptional communication skills with the ability to handle customer situations effectively.
High accountability mindset focused on results and exceeding targets.
Time management and multitasking skills in a fast-paced environment.
Proficient in technology skills with CRM and DMS software and manufacturer-specific systems.
About Us
New Country Motor Car Group is a family-owned and operated independent auto group with dealerships in Connecticut, New York, Maryland, Pennsylvania, Virginia, and Florida. We represent respected luxury automotive manufacturers including Ferrari, Porsche, BMW, Audi, Mercedes-Benz, Jaguar, Land Rover, Lexus, MINI, and Toyota. We are committed to diversity and inclusion and offer competitive compensation and benefits.