Frontier Service BDC Lead

Job Description

Campers Inn RV is looking for a Frontier Service BDC Lead to join our team! This is an on-site, player-coach leadership role focused on leading and developing a team of Frontier Service Coordinators conducting outbound service outreach on behalf of Campers Inn RV locations.

Founded in 1966, Campers Inn RV has grown into the Nation’s Largest Family-Operated RV Dealership, with nearly 50 locations across more than 20 states. We’re committed to helping our customers find their AWAY while creating meaningful career opportunities for our employees.

Join a growing, nationally recognized company where your contributions are valued, your career can grow, and you can make a real impact.

About the Role

Lead, coach, and develop a team of Internet Sales Coordinators while overseeing daily outbound service outreach, appointment volume, show rates, and outreach quality. This role combines hands-on team leadership with performance management, coaching, CRM oversight, reporting, and coordination with service teams across Campers Inn RV locations.

The Frontier Service Lead will serve as the primary point of support for the team, helping resolve escalated customer or scheduling issues, identifying opportunities to improve outreach effectiveness, and ensuring the team maintains a high-performance, high-integrity approach to every customer interaction.

What We Offer

• Ongoing career development opportunities: Specialized job training, certifications, and professional development, and assistance in continuing education
• Comprehensive health and welfare plan to all full-time employees (30 hours/week), including: 
  1. Major Medical Insurance
  2. Dental Insurance
  3. Vision Insurance
  4. Life Insurance (Basic, Supplemental, Spouse, and Child available)
  5. Employee Assistance Program (EAP)
  6. Paid Time Off
  7. Qualified retirement plan (401k) with Employer Match 
• Fair and competitive compensation

Essential Job Functions

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time. Reasonable accommodations may be made to enable individuals with disabilities.

• Directly manage, coach, and develop a team of 4-6 Frontier Service Coordinators engaged in high-volume outbound service outreach
• Monitor individual and team performance against daily outreach standards, monthly appointment-set targets, and show rate goals
• Conduct regular 1:1s and team meetings; deliver timely, specific coaching and performance feedback to drive continuous improvement
• Serve as the primary escalation point for complex customer situations, scheduling conflicts, or store-level coordination issues
• Oversee CRM data accuracy and enforce proper documentation standards across the team
• Support onboarding and training for new Coordinators, ensuring they ramp quickly and correctly
• Participate in outbound outreach activity as a player-coach as team capacity or business needs require
• Coordinate with all Campers Inn store service teams to maintain alignment on scheduling, campaigns, and store-specific needs
• Prepare and deliver regular performance reporting to leadership, including team metrics, trends, and recommendations
• Identify process improvements, script updates, and campaign ideas to improve outreach effectiveness and share with leadership
• Enforce a no-pressure, high-integrity approach across the team that reflects the Campers Inn RV brand
• Partner with the leadership on hiring decisions, performance improvement plans, and team development strategies

Qualifications

Education

• High school diploma or equivalent required; associate's or bachelor's degree preferred

Experience

• Minimum 2 years of experience in a BDC, call center, or high-volume outbound customer outreach role
• Minimum 1 year of lead, supervisory, or team captain experience preferred
• RV, automotive, or powersports industry experience a plus
• Experience managing team performance to metrics in a CRM-driven environment strongly preferred

Abilities

• Proven ability to coach individuals and hold a team accountable to measurable performance goals
• Strong oral and written communication skills; comfortable delivering feedback and having difficult performance conversations
• Analytical mindset, able to read team metrics, identify trends, and adjust approach accordingly
• Highly organized with the ability to manage multiple direct reports, store relationships, and competing priorities simultaneously
• Self-motivated and able to operate with minimal oversight while keeping leadership informed
• Ability to work flexible hours as required, which may include evenings and weekends
• Proficiency with MS Office; strong working knowledge of Excel for reporting purposes
• Knowledge of, or ability to learn, company systems applications including DP360, Kenect, Motility, and other software as applicable
• Continuous visual ability for use of computer, files, and reports
• Ability to sit for extended periods and perform standard office functions

Camper’s Inn RV is proud to be an Equal Opportunity Employer and Drug Free workplace. We are committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Camper’s Inn RV makes hiring decisions based solely on qualifications, merit, and business needs at the time.