Automotive BDC Manager at Crossroads Automotive Group

Description

The BDC Manager is responsible for overseeing the dealership’s Business Development Center, managing a team of representatives who handle inbound and outbound customer communications. This role focuses on maximizing lead conversion, improving customer satisfaction, and ensuring a smooth connection between customers and the sales or service departments.

• Recruit, train, and supervise BDC representatives to ensure consistent performance and adherence to dealership processes.

• Set daily, weekly, and monthly goals for lead response time, appointment setting, and conversion rates.

• Oversee all inbound and outbound sales and service leads via phone, email, text, and online inquiries.

• Ensure leads are properly logged, tracked, and followed up within the CRM system.

• Ensure every customer interaction is handled promptly, courteously, and professionally.

• Manage post-sale follow-up and customer satisfaction outreach to encourage repeat business and referrals.

• Resolve escalated customer concerns quickly and effectively.

• Motivate the team to maintain high morale, professionalism, and customer service standards.

Qualifications

• 3–5 years of experience in an automotive BDC or Internet Sales department, with at least 1–2 years in a management or supervisory role.

• Strong knowledge of automotive CRM systems 

• Proven ability to manage a high-volume lead flow environment.

• Excellent leadership, communication, and organizational skills.

• Goal-oriented, with a focus on performance metrics and customer satisfaction.

• Ability to work collaboratively with sales and service departments.

• Strong verbal and written communication skills

• Enthusiasm, positive attitude, ambition, work ethic, professional conduct, high integrity, and dedication to personal improvement