Automotive Service BDC Team Leader

Automotive Service BDC Team Leader- Holler Classic Family of DealershipsHoller-Classic Family of Dealerships, an Automotive News Top 150 dealership group with 12 dealerships serving the Central Florida market, has been proudly family-owned since 1938. Our Buy Smart Be Happy brand promises include Our Best Price First, Pure and Simple and Commission-Free Sales.Holler and Classic Family Collection of Dealerships is building a high-performance, centralized Service BDC.The Service BDC Team Leader is a frontline leadership role responsible for the daily coaching, quality assurance, and performance development of Service BDC Agents. You will play a hands-on role supporting inbound and outbound service appointment activity, driving CRM/DMS discipline, and ensuring every customer interaction meets the Holler-Classic standard.This role is ideal for a high-performing Service BDC Agent or current Team Lead who is ready to take the next step in their leadership career. You will work closely with the Assistant BDC Manager Service and serve as a key driver of team culture, operational consistency, and customer experience across our centralized Service BDC.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.Essential Duties and Responsibilities include the following:Lead onboarding for new Service BDC Agents, ensuring a strong foundation in:Call handling, scripting, and service-specific objection handlingCRM usage, disposition standards, and appointment trackingService appointment-setting best practices and call typesFacilitate structured training sessions including classroom instruction and live call shadowingMaintain and continuously improve onboarding materials, training guides, and call scriptsEnsure all new hires hit defined ramp-up milestones within expected timelinesMonitor and score calls for quality, compliance, and effectiveness across all active Service BDC call typesEnsure adherence to service scripts, brand standards, and customer experience expectationsDeliver consistent, actionable feedback to improve call performancePartner with the Assistant BDC Manager to evolve call guides, messaging, and QA scorecardsHelp build a positive, high-accountability team culture rooted in customer empathy and continuous improvementRecognize wins, reinforce strong behaviors, and celebrate individual and team performanceLead by example with professionalism, consistency, and energyServe as a mentor and go-to resource for new and developing agentsAct as floor support for agents during active shifts fielding questions, handling escalations, and supporting save opportunitiesAssist in managing call flow, lead coverage priorities, and agent productivity throughout each shiftHelp reinforce daily goals, contests, and performance expectations set by the Assistant BDC ManagerLead or support daily team huddles and shift communication touchpointsReinforce agent behaviors that drive key service BDC KPIs: inbound answer rate, outbound call volume, contact rate, appointment set rate, and appointment show rateSupport agents in working active outbound campaigns including declined service follow-up, recall outreach, warranty expiration, CSI follow-up, and high-mileage programsPartner with the Assistant BDC Manager to ensure no missed opportunities within the outbound campaign calendar or inbound queueAssist agents in navigating scheduling and service capacity conversations with customersEnsure all agents maintain high CRM standards: accurate dispositions, proper call notes, follow-up task creation, and appointment tracking integrityConduct regular spot-checks of CRM activity for quality and consistencyReinforce the importance of clean data as a driver of appointment production and reporting accuracyEscalate data quality issues or systemic CRM problems to the Assistant BDC Manager promptlyProvide daily, real-time coaching based on live call monitoring and performance dataConduct regular 1:1 coaching sessions focused on:Appointment conversion improvementObjection handling for declined services, recalls, and warranty expirationCall control, empathy, and customer communication toneReinforce best practices through side-by-side coaching and structured call reviewsIdentify skill gaps and create targeted development plans for agentsSupport underperforming agents with structured improvement plans in coordination with the Assistant BDC ManagerMinimum Qualifications:Excellent oral and written communication skillsPrior experience training or onboarding new employeesExperience with call monitoring/QA scoring toolsBilingual (English/Spanish) a plusExperience in a centralized or multi-rooftop BDC environment preferredStrong computer skills, with the ability to manage multiple applications at onceStrong organizational and multi-tasking skillsProfessional demeanor and appearanceAbility to learn and operate various computer programs.Ability to work a flexible schedule including evenings, weekends and holidaysReliable TransportationValid drivers license with acceptable driving recordAcceptable background and drug screeningSupervisory Responsibilities:* Service BDC Team MembersJob Type:* Full-TimePay* Starting at $19.00/hr* Monthly Bonus tied to team KPIs and Quality metricsFull Time Benefits:401(k) & 401(k) MatchingEmployee Assistance ProgramHealth InsuranceDental InsuranceVison InsuranceLife InsuranceFlexible Spending AccountPaid Time Off After 6 monthsReferral ProgramAssociate Discount ProgramSchedule:* Ability to work a flexible schedule including evenings and weekendsHoller and Classic Family Collection of Dealerships is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or other legally protected characteristics. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We participate in the E-Verify program. Upon an applicant's request, Holler and Classic Family Collection of Dealerships will consider reasonable accommodation to complete the application process.