BDC MANAGER

About Company:

Carl Black Automotive Group has been in business for 32 years selling and servicing General Motors products. We currently have 5 locations. Our Georgia locations are in Kennesaw, Roswell and Hiram. We also have locations in Nashville, TN and Orlando, FL. This is a privately owned business.

About the Role:

The BDC Manager plays a critical role in overseeing the Business Development Center operations to maximize lead generation and customer engagement for the dealership. This position is responsible for managing a team of BDC representatives, ensuring they effectively handle inbound and outbound communications to convert prospects into sales opportunities. The BDC Manager develops and implements strategies to improve customer follow-up processes, enhance appointment setting, and increase overall sales performance. They collaborate closely with sales, marketing, and service departments to align efforts and optimize the customer experience. Ultimately, the BDC Manager drives revenue growth by fostering a high-performing team focused on delivering exceptional service and meeting dealership goals.

Minimum Qualifications:

• High school diploma or equivalent; Bachelor’s degree in Business, Marketing, or related field preferred.
• Minimum of 3 years experience in a BDC or customer service management role within the automotive industry.
• Proven track record of managing and developing a sales or customer service team.
• Strong knowledge of CRM systems and dealership management software.
• Excellent communication, leadership, and organizational skills.

Preferred Qualifications:

• Experience with automotive sales processes and dealership operations.
• Familiarity with digital marketing and lead generation tools.
• Ability to analyze data and generate actionable insights.
• Experience working in a fast-paced, target-driven environment.

Responsibilities:

• Lead, train, and motivate the BDC team to achieve daily and monthly performance targets.
• Monitor and analyze key performance metrics to identify areas for improvement and implement corrective actions.
• Develop and maintain effective communication protocols for handling customer inquiries via phone, email, and digital platforms.
• Coordinate with sales and service departments to ensure seamless customer handoffs and follow-up.
• Manage scheduling and appointment setting to maximize showroom traffic and service appointments.
• Implement best practices and continuous training programs to enhance team skills and productivity.
• Prepare regular reports on BDC activities, results, and trends for dealership management.
• Ensure compliance with company policies and industry regulations in all customer interactions.

Skills:

The BDC Manager utilizes strong leadership and communication skills daily to guide and inspire their team toward achieving sales and customer service goals. Proficiency with CRM and dealership management software enables efficient tracking and follow-up of customer leads, ensuring no opportunity is missed. Analytical skills are essential for interpreting performance data and adjusting strategies to improve results. The ability to coordinate cross-departmentally ensures a smooth customer journey from initial contact through sale or service. Additionally, problem-solving and adaptability are critical in managing dynamic customer interactions and evolving business needs.