Job Description

Service BDC Manager About Steven Automotive Group Steven Automotive Group is a family-owned and operated dealership organization built on performance, accountability, and long-term growth. For over 30 years, we’ve developed leaders from within and created high-performing service departments driven by structure, communication, and results. We are committed to continuous improvement and are seeking a strong leader to elevate and standardize our Service BDC operations across all three rooftops. About the Position As the Service BDC Manager, you are the engine that drives the shop’s production. You will lead a centralized team of Service BDC agents located at our Toyota facility while maximizing service revenue and appointment volume for our Nissan dealership and our brand-new, state-of-the-art Kia dealership. Your primary goal is to bridge the physical gap between the BDC and the Service Drive, ensuring every lead is handled with “Grand Opening” urgency and precision. This role is responsible for maximizing appointment capacity, improving show rates, increasing service retention, and driving measurable service revenue growth across the group. Success comes from building strong processes, holding teams accountable, coaching performance daily, and aligning BDC efforts directly with service department capacity and goals. This is a production-driven leadership position where execution equals income. Compensation $60,000 – $120,000+ annually based on performance This position offers a competitive base plus performance-based incentives tied to appointment production, show rate, retention, and overall service growth. Because this is a BDC production-focused role, strong execution and leadership can create significant earning potential. Key Responsibilities * Lead and manage the Service BDC team across all three dealerships * Drive appointment setting, confirmations, and show-rate performance * Ensure appointment capacity is fully utilized daily * Monitor KPIs including appointment volume, revenue impact, retention, and CRM compliance * Establish and enforce consistent scripts, follow-up processes, and communication standards * Train, coach, and develop BDC representatives * Partner closely with Service Managers to align scheduling and workflow * Handle escalated customer concerns professionally * Identify opportunities to improve efficiency and service growth What We’re Looking For * Experienced BDC, service department, or call center leadership preferred * Strong understanding of dealership service operations and appointment flow * Proven ability to track metrics and drive production results * Experience with CRM systems and manufacturer engagement platforms * Process-driven mindset with strong accountability standards * Strong leadership presence with the ability to coach and motivate teams * Highly organized, disciplined, and results-oriented * Professional communication skills and ability to manage multi-store operations Schedule * Full-time position * 5-day work week * Closed Sundays * Multi-store presence as needed Benefits * 401(k) retirement plan * Medical, Vision, and Dental insurance * Life insurance * Paid training and ongoing professional development * Paid time off and holidays * Opportunities for advancement within the organization * Supportive, family-owned leadership environment Why Join Steven Automotive Group? You’ll have the opportunity to lead and shape a multi-store Service BDC operation within a stable, growing organization. With executive support, high service volume, and earning potential tied directly to production, this role offers both leadership impact and long-term career growth. Apply Today If you’re ready to build structure, drive measurable results, and turn production into performance-based income, we want to hear from you. We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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