BDC Manager

BDC Manager American Fork, UT Job Details Full-time $20 an hour 1 day ago Benefits Health savings account AD&D insurance Paid holidays Disability insurance Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Employee discount Qualifications Operations management Phone communication Mid-level Improving operational efficiency High school diploma or GED Team development Key Performance Indicators Driver's License Driving Performance Improvement (PI) CRM system proficiency Appointment scheduling Training & development Leadership Call center management Team motivation (leadership skill) Communication skills Overseeing training Client interaction via phone calls Full Job Description Doug Smith Autoplex - Service BDC Manager Doug Smith Autoplex isn't just a great place to work—we also offer amazing benefits and a high-energy, team-focused environment! We're looking for a Service BDC Manager to lead and develop our growing Business Development Center. This role is responsible for overseeing all service BDC operations, managing team performance, and ensuring an exceptional customer experience across all communication channels. You will work closely with executive leadership, sales, and service teams to drive results and maintain a high-performing department.

Key Responsibilities:

Manage and lead the Service BDC team, including coaching, training, and performance management Oversee daily operations including inbound call flow, appointment setting, and customer communication (phone, text, email) Monitor and manage call queues to ensure efficiency and responsiveness Conduct regular call grading and provide actionable feedback to improve performance and customer experience Assign and track outbound call campaigns to support service traffic and retention Partner with Sales and Service leadership to align processes and improve overall dealership performance Analyze KPIs and reporting to drive continuous improvement and accountability Maintain a positive, motivating, and team-oriented work environment

We Offer:

Medical, Dental, and Vision Benefits Health Savings Account 401(k) with Company Match Paid Time Off (after first year) Life and AD&D Insurance Short-Term Disability Insurance Holiday Pay (if applicable)

Employee Discounts No-Cost, Debt-Free College Degree Program Qualifications:

Proven leadership or management experience (BDC or call center experience preferred) Strong communication and coaching skills Highly organized with the ability to manage multiple priorities Results-driven with a focus on performance metrics and team development Comfortable working with CRM systems and call tracking tools High school diploma or equivalent Must be 18 years or older Valid driver's license and clean driving record Availability to work full-time, including Saturdays This department is one of the most fun and upbeat teams in the entire dealership—and this role is key to keeping it that way. Doug Smith Auto is an equal opportunity employer. If you're ready to take the next step in your leadership career and be part of a fun, uplifting team, we'd love to hear from you!