What are the responsibilities and job description for the Automotive BDC Manager position at Crossroads Nissan Inc?
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.
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