Service Business Development Coordinator (BDC) Manager- Import & Domestic

Service Business Development Coordinator (BDC) Manager- Import & Domestic

Location: Greenfield, WI

Job Summary

The Service BDC Manager is a dynamic leader responsible for driving service growth through strategic outreach, exceptional customer engagement, and strong team leadership. This role oversees all service-related inbound and outbound communications, ensuring every customer interaction reflects a high level of professionalism and service expertise.

The ideal candidate brings a deep understanding of automotive service operations, combined with the ability to lead, coach, and develop a high-performing team. You will play a key role in increasing service appointments, improving retention, and delivering outstanding customer experience that builds long-term loyalty.

Benefits

• Competitive Pay
• Medical, Vision, and Dental Insurance
• 401(k) Retirement Plan
• Group Life Insurance
• Flexible Spending Account (FSA)
• Paid Vacation
• Employee Discounts

Responsibilities

Leadership & Team Development

• Lead, coach, and develop the Service BDC team to achieve performance goals
• Monitor individual and team performance metrics, providing ongoing feedback and training
• Foster a positive, accountable, and customer-focused team culture
• Partner with Service Managers and Advisors to align departmental goals

Service Business Development

• Develop and execute outbound call, text, and email campaigns focused on service retention, maintenance, and declined services
• Drive appointment setting efforts to increase service traffic and shop capacity utilization
• Identify opportunities to grow service business through customer follow-up, recalls, and maintenance schedules
• Monitor and improve customer retention strategies

Customer Experience

• Ensure all inbound and outbound communications deliver a high-quality, knowledgeable service experience
• Assist customers with scheduling, service recommendations, and general inquiries
• Handle escalated customer concerns with professionalism and urgency
• Build and maintain strong relationships with customers to promote repeat business

Operations & Performance Management

• Track and manage all service leads and appointments within the CRM
• Maintain daily, weekly, and monthly performance reports and forecasts
• Analyze key metrics such as appointment show rates, conversion, and retention
• Continuously evaluate processes to improve efficiency and effectiveness

Community & Brand Presence

• Support initiatives that enhance the dealership’s reputation as a trusted service provider in the local community
• Build relationships with referral sources and customers to expand service reach

Qualifications

• Minimum of 2+ years of automotive BDC, service, or related leadership experience preferred
• Strong knowledge of automotive service operations, maintenance schedules, and repair processes
• Proven leadership experience with the ability to motivate and develop a team
• Excellent communication, organization, and time management skills
• Results-driven mindset with a focus on achieving and exceeding goals
• Proficient in CRM systems and computer applications
• Team-oriented with a collaborative leadership style
• Willing to submit to a pre-employment background check