Service Business Development Center Manager presso Bob Moore Auto Group, LLC

Core Responsibilities

Responsibilities described in this section are fundamental to success in this position.

• Oversee and maintain standards for answering and responding to all incoming service-related phone calls promptly and professionally.
• Establish and enforce standards for accurately setting, confirming, and rescheduling service appointments using the dealership's CRM and management system.
• Oversee and ensure the consistent execution of outbound calling campaigns designed to schedule maintenance appointments.
• Establish, monitor, and enforce standards for performing post-service follow-up calls to ensure exceptional customer satisfaction and timely resolution of any concerns.
• Ensure accurate and timely documentation of all customer interactions and the integrity of the data within the CRM system.
• Collaborate closely with management to optimize appointment flow and maximize service department efficiency.
• Oversee and delegate necessary administrative duties within the BDC to maintain smooth operations.
• Uses personal device to provide an additional layer of security for company network and site access through multi-factor authentication.
• Enforce safety precautions specific to work area.

Minimum Qualifications

The requirements listed below are the minimum degrees, certifications, knowledge, skill, and/or ability required of this position.

• High School Diploma or GED equivalent
• Demonstrated success in a BDC, customer service, or call center environment, ideally within an automotive dealership.
• 3+ years of experience as BDC manager in an automotive dealership.
• Valid driver’s license without restrictions that affect your ability to operate company owned vehicle(s) and ability to maintain a clean driving record.

Knowledge, Skills, and Abilities

The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Ability to effectively organize and plan work according to organizational needs by meeting or exceeding department KPIs and goals.
• Ability to manage a high-volume call operation and optimize processes.
• Ability to set standards for professional communication for verbal and written communication.
• Excellent communication skills both verbal and in written, professional phone etiquette and demeanor, and a strong commitment to customer satisfaction.
• Strong organizational and time management skills, ability to handle multiple demands and deadlines.
• Demonstrated ability to motivate and inspire team members, fostering both independence and collaborative teamwork to achieve departmental and organizational goals.
• Demonstrated ability to ensure the BDC department maintains consistent coverage, timeliness, and adherence to schedules through effective staffing and scheduling management.
• Ability to maintain a positive and professional attitude even when faced with work-related frustration, pressure, or change.
• Proficient in computer skills using Microsoft Suite (Outlook, Word, and Excel)
• Ability to set a positive example for others by consistently displaying servant leadership behaviors in daily actions and decisions.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear.
• The physical demands of the job include the use of hands and fingers, reaching, bending, and sitting for extended periods of time.
• Specific vision abilities required by this job include close vision and distance vision.
• Must be able to pass a drug/alcohol urinalysis and able to drive a vehicle.

Working Conditions

The work environment characteristics described here are representative of those one may encounter while performing the essential functions of this job.

• The noise level in the work environment is usually moderate.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Travel Requirements

The travel requirements described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee may be required to travel within or outside the area. Travel for this position is infrequent.