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Full-time
Posted 57d ago
~40 hrs/week
Responsibilities
Support the Senior Manager in overseeing daily BDC operations, including monitoring call activity and coaching representatives to improve performance. Handle customer escalations and coordinate with service advisors to align appointments with shop capacity.
Requirements
Requires proven experience in a BDC or automotive service leadership role with proficiency in CRM and CDK Service. Must possess strong communication skills and a valid driver's license.
Full job description
Description
Description
We are seeking a BDC Assistant Manager to support the leadership and success of our fast-paced, high-volume Service Business Development Center. The Assistant Manager will work closely with the Senior Manager to drive team performance, ensure exceptional customer service, and help meet departmental goals. This role is ideal for an experienced BDC professional with strong leadership skills who thrives in a structured, results-driven environment.
The BDC Assistant Manager will support the oversight of daily operations, assist with coaching representatives, help track performance metrics, and contribute to ensuring efficient handling of inbound and outbound communications. You will partner with the Senior Manager as both a leader and a hands-on contributor, providing backup support with calls, emails, and escalations when needed.
Responsibilities
Support the Senior Manager in overseeing daily operations of the Service BDC team.
Monitor call activity, appointment volume, show rates, and answer rates to ensure team targets are achieved.
Coach, train, and mentor BDC Representatives to improve call quality, appointment setting, and customer engagement.
Handle escalated customer concerns with professionalism and problem-solving.
Assist in scheduling, workload balancing, and ensuring full coverage during business hours.
Analyze reports and provide feedback on performance trends to management.
Participate in outbound call campaigns, appointment setting, and lead follow-up when team support is needed.
Ensure all customer contacts (phone, text, and email) are handled promptly and professionally.
Promote ethical conduct, consistent follow-up, and exceptional customer satisfaction.
Collaborate with Service Managers and Advisors to align customer appointments with shop capacity.
Requirements
Proven experience in a BDC, call center, or automotive service leadership role.
Strong understanding of dealership service operations.
Excellent communication, coaching, and organizational skills.
Ability to handle a high-volume, fast-paced environment while ensuring accuracy and quality.
Proficiency with CRM platforms, CDK Service, and Microsoft Office.
Customers here at Ron Carter Ford in Alvin are customers for life.
Industry
Retail Motor Vehicles
Company size
11-50 employees
Headquarters
Alvin, Texas
LinkedIn followers
28
From before you even walk into our showroom to long after you drive home, all of our customers here at Ron Carter Ford in Alvin are customers for life. Being car-owners ourselves, it's only fitting that we'd provide our drivers with the kind of courtesy, service and respect that we would expect.
It all start with our extensive lineup of fabulous new and used Ford models. Whether you're looking for something for the whole family to enjoy or something to spice up your daily commute, the world is your oyster when you consider the lineup of vehicles we carry. And thanks to the car loan and Ford lease options that are available throughout the year, it's never been easier to get behind the wheel on your terms.
From there, the experts in our car service and maintenance department will be there to make sure that your vehicle will continue to run as smoothly as it did on Day One. Or if you're looking do some upgrades with the latest and greatest Ford parts on the market, you can trust the experts at Ron Carter Ford cover your automotive needs.
The service never stops once you visit us here at Ron Carter Ford in Alvin. There's never been a better time to drop on by at our dealership here in 3005 Fm 528, Alvin, TX proudly serving drivers from Manvel, Pearland, Webster, Friendswood and League City. We're very much looking forward to it.
Offices: 3005 FM 528 Rd, Alvin, Texas 77511, US
Auto SalesVehicle SalesVehicle ServiceUsed CarsCertified Pre-Owned Vehiclesand New CarsTransportationRetailAutomotiveCustomer Service
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