Now Hiring - Autobarn Mazda of Evanston - Service BDC Manager in Evanston, IL

Full description of the position

We are looking for an Automotive Service BDC Manager who responsible for overseeing the daily operations of the Business Development Center (BDC) within the Service Department. This role manages a team of BDC Representatives focused on handling inbound service calls, outbound appointment setting, missed appointment follow-ups, and service campaign execution. The ideal candidate will combine leadership ability with a strong understanding of customer service, dealership operations, and service department KPIs. Key Responsibilities: * Lead, train, coach, and supervise the Service BDC team to ensure productivity, accountability, and customer satisfaction. * Manage all inbound service appointment requests and ensure prompt and professional responses. * Oversee outbound calls for declined services, overdue maintenance, recall notifications, missed appointments, and service reminders. * Monitor CRM activities and ensure all interactions and opportunities are accurately documented and followed up. * Collaborate with the Service Manager to fill open time slots and maximize shop capacity through effective scheduling. * Track and report on key metrics such as call volume, appointment set rate, show rate, and conversion rate. * Work closely with marketing and fixed ops leadership to develop and implement service retention campaigns. * Handle escalated customer issues with professionalism and urgency. * Ensure team compliance with dealership processes, OEM guidelines, and data privacy requirements. Qualifications: * Minimum 2 years of experience in an automotive BDC or dealership service environment. * 1+ year of supervisory or team lead experience, preferably in a dealership setting. * Strong understanding of automotive service department workflow, customer lifecycle, and appointment scheduling practices. * Proficiency with CRM and dealership management systems (e.g., Xtime, CDK, Reynolds & Reynolds, VinSolutions). * Excellent verbal and written communication skills. * Ability to lead by example in a fast-paced, high-volume environment. * Strong organizational and analytical skills. Compensation and Benefits: * Medical, dental, and vision insurance * 401(k) with employer match Job Type: Full-time Pay: $40,000.00 - $75,000.00 per year Benefits: * 401(k) * 401(k) matching * Dental insurance * Employee discount * Health insurance * Life insurance * Paid time off * Vision insurance Schedule: * Monday to Friday * Weekends as needed Experience: * Automotive service: 2 years (Required) Ability to Commute: * Evanston, IL 60202 (Required) Ability to Relocate: * Evanston, IL 60202: Relocate before starting work (Required) Work Location: In person