Automotive Assistant Service BDC Manager

Automotive Assistant Service BDC Manager- 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.Our Service BDC is a mature, high-volume operation at the core of our dealership group's customer retention strategy and we're looking for the right leader to own it day-to-day. As the Assistant BDC Manager Service, you will directly manage our Service BDC agents and Team Leaders, drive appointment production, ensure flawless DMS/CRM execution, and serve as the operational heartbeat of a department that directly impacts service revenue, customer satisfaction, and long-term loyalty.You'll report to the Director of Business Development and work in close coordination with Service Directors, Advisors, and store-level Store Champions across our rooftops. This role is ideal for a high-accountability leader who thrives in a structured environment, loves data, and knows how to bring out the best in a team.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:Drive performance across all active Service BDC call types: appointment setting, declined service follow-up, CSI outreach, recall campaigns, warranty expiration outreach, and high-mileage programsMonitor appointment show rates and RO open rates; partner with Service Advisors to improve handoff quality and show accountabilityCoordinate with the Sales BDC team on service-to-sales conversion opportunities for equity mining and high-mileage customersMaintain a proactive outreach calendar aligned with service department capacity and promotional activitySupervise, coach, and develop a team of Service BDC Agents and Team LeadersMonitor agent productivity, live queues, and real-time performance throughout each shiftConduct daily huddles, weekly 1:1s, and regular call review sessions for quality assuranceEnsure consistent adherence to scripting, call quality standards, and compliance requirementsManage scheduling to maintain appropriate coverage across all active campaigns and inbound volumeBuild a professional, accountable team culture that values customer empathy and continuous improvementLead onboarding and initial training for new Service BDC AgentsIdentify and develop high-potential agents for Team Leader promotionChampion call quality standards through consistent coaching, feedback, and recognitionOwn DMS/CRM hygiene standards every call dispositioned correctly, every appointment tracked and attributed accuratelyProduce daily and weekly Service BDC reporting for the Director of Business Development covering contact rates, appointments set/shown, RO conversions, and CSI performanceUse data to identify trends, coaching needs, and process gaps before they become problemsMaintain list integrity for all outbound campaigns; flag data quality issues to the Director of Business Development promptlyMinimum Qualifications:Excellent oral and written communication skillsPrior experience training or onboarding new employees2+ years in an automotive BDC, Service BDC, or Dealership Customer Service EnvironmentBilingual (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 Members and LeadsJob Type:* Full-TimePay* $48,000 base pay with monthly performance bonus* Expected pay range for high performers $60,000-$72,000+Full 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.