Service BDC Manager

Position Overview

We are currently seeking a motivated and experienced BDC Manager to join our call center team and assist in leading our Business Development Center (BDC) operations.

Key Required Proficiencies:

• Oversee the daily operations of the service BDC, ensuring efficient and effective performance.
• Manage a team of 3-7 BDC representatives, providing guidance, support, and training as needed for 14 dealerships.
• Monitor and evaluate representative performance, productivity, attendance and adherence to established procedures.
• Develop and implement strategies to improve customer engagement, appointment scheduling, customer retention and service department performance.
• Work directly with Service Managers at each dealership to identify and maximize recall and customer retention opportunities.
• Coordinate recall campaigns, maintenance reminders, and customer retention outreach to increase service appointments  and customer return rates.
• Monitor appointment scheduling processes and ensure BDC representatives are following dealership-specific guidelines and service department requirements.
• Collaborate with Service Managers to address scheduling concerns, appointment availability, customer follow-up, and dealership-specific needs.
• Ensure consistent communication and coordination between BDC representatives, Service Managers, and dealership personnel.
• Oversee the use of scheduling systems, CRM platforms, and communication tools to maintain accurate customer and appointment information.
• Handle escalated customer inquiries, scheduling concerns, and complaints in a professional and timely manner.

Preferred Skills:

• High school diploma or equivalent; bachelor's degree preferred or relevant related experience.
• Proven experience in a BDC call center environment, with at least 2 years in a supervisory or team lead role.
• Strong leadership skills with the ability to motivate and inspire a team.
• Excellent communication skills, both written and verbal.
• Proficient in using call center software and CRM systems.
• Demonstrated problem-solving and decision-making abilities.
• Exceptional customer service skills and a customer-centric mindset.
• Ability to multitask, prioritize, and manage time effectively.
   

Qualifications:

• Experience within the automotive industry     
• Successful completion of a background check, including but not limited to, a criminal record check, physical and drug   screen and motor vehicle records check (if applicable to position).

Benefits offered: 

- Health, Dental/Vision, 401K, Short/Long-Term Disability, Life Insurance and Critical Illness Insurance. Quirk will provide you with Basic Life Insurance and AD&D policy of $20,000 at no cost to you. All other benefits are optional and will be offered to you at a cost.                         

- Paid sick time after 90 days and vacation after 1 year

About the company:

Quirk Auto Dealerships is a respected automotive retailer known for its customer-first philosophy, wide vehicle selection, and commitment to excellence. With 49 years in the automotive retail space and 18 dealerships located in Massachusetts and New Hampshire.  Quirk provides customers with a transparent and professional car-buying experience while offering employees strong earning potential, career advancement opportunities, and a supportive team environment.

For information on Quirk Auto Dealerships, including more information on employee benefits and our company culture, visit our website at  Employment Opportunities | Quirk Auto Dealers.

 

Quirk Auto Dealerships is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

 

Job Type: Full Time

Pay: $47,000 - $52,000 per year

Work Location: In person