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Service BDC Manager

3 months ago

Woodstock, United States Carriage Kia of Woodstock Full time
Job DescriptionJob Description

Job Title: Service BDC Manager

Location: Carriage Kia Woodstock, Woodstock, GA

Job Type: Full-time

Job Description:

Carriage Kia Woodstock is seeking a motivated and experienced Service BDC (Business Development Center) Manager to join our dynamic team. The Service BDC Manager will be responsible for managing and overseeing the daily operations of the service business development center. This role is crucial in ensuring customer satisfaction, increasing service appointment volumes, and enhancing overall service department efficiency.

Key Responsibilities:

  • Leadership and Team Management:

    • Supervise, train, and motivate the BDC team to meet and exceed performance goals.
    • Develop and implement effective training programs for BDC representatives.
    • Conduct regular performance reviews and provide constructive feedback.
    • Foster a positive and productive work environment.

  • Customer Relationship Management:

    • Manage inbound and outbound service calls and emails, ensuring prompt and professional responses.
    • Oversee the scheduling of service appointments to maximize service bay utilization.
    • Implement customer follow-up procedures to ensure satisfaction and retention.
    • Handle customer inquiries, complaints, and feedback with a focus on resolving issues and enhancing the customer experience.

  • Process Improvement:

    • Develop and refine BDC processes and scripts to improve efficiency and effectiveness.
    • Monitor and analyze BDC performance metrics, generating reports for management review.
    • Collaborate with the service department to identify areas for improvement and implement solutions.
    • Stay updated on industry best practices and integrate them into BDC operations.

  • Marketing and Outreach:

    • Coordinate with the marketing team to develop and execute targeted service campaigns.
    • Utilize CRM systems to manage customer data and track outreach efforts.
    • Identify opportunities for upselling service packages and promotions.
    • Analyze market trends and customer feedback to drive strategic decisions.

Qualifications:

  • Proven experience as a BDC Manager, preferably in the automotive industry.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Proficiency in CRM systems and Microsoft Office Suite.
  • Ability to analyze data and make informed decisions.
  • High level of organization and attention to detail.
  • Customer-centric mindset with a focus on delivering exceptional service.
  • Ability to work in a fast-paced and dynamic environment.

Education:

  • High school diploma or equivalent required.
  • Bachelor’s degree in Business Administration, Marketing, or a related field preferred.

Benefits:

  • Competitive salary and performance-based incentives.
  • Health, dental, and vision insurance.
  • 401(k) retirement plan with company match.
  • Paid time off and holidays.
  • Opportunities for professional development and advancement.

Application Process:

Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience and why they would be a great fit for the Carriage Kia Woodstock team. 

Carriage Kia Woodstock is an equal opportunity employer and encourages applications from all qualified individuals.

Company DescriptionOpening our doors on April 2017, Carriage Kia of Woodstock has the goal of distinguishing ourselves from every other auto dealership in Georgia as the premier location to buy and service your vehicle. Our staff is committed to providing a first-class experience to all our guests and integrating ourselves in the community here in Woodstock. "We needed a city with a strong sense of community that we could grow alongside. Woodstock couldn't have been more aligned with what we were looking for. From named one of the country's fastest growing cities to its small town feel, we knew it was the perfect place for Carriage" David B, Dealer PrincipalCompany DescriptionOpening our doors on April 2017, Carriage Kia of Woodstock has the goal of distinguishing ourselves from every other auto dealership in Georgia as the premier location to buy and service your vehicle. Our staff is committed to providing a first-class experience to all our guests and integrating ourselves in the community here in Woodstock. "We needed a city with a strong sense of community that we could grow alongside. Woodstock couldn't have been more aligned with what we were looking for. From named one of the country's fastest growing cities to its small town feel, we knew it was the perfect place for Carriage" David B, Dealer Principal