What are the responsibilities and job description for the Service Business Development Coordinator (BDC) Manager- Import & Domestic position at Rosen Automotive Group?
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
Leadership & Team Development
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
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
- 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
- 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
- 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
- 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
- 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