BDC Manager (Experience Required)

Who We Are:

Brattleboro Subaru is one of Southern Vermonts leading dealerships deeply rooted in the community we serve. Since 2013 through Subarus Share the Love program weve proudly donated over $330000 to local nonprofit organizationsbecause giving back is part of who we are. We believe a lasting and thriving business starts with strong relationships with our customers community and within our team. At Brattleboro Subaru we foster a family-oriented supportive workplace where employees are valued respected and encouraged to grow. Our team members are the foundation of our success and were committed to providing the training support and opportunities needed to help them thrive both personally and professionally. When you join our team youre not just starting a jobyoure becoming part of a family that truly cares.

Role Summary:

The BDC Manager is responsible for leading and optimizing the Business Development Center to drive consistent appointment volume customer engagement and revenue growth. This role is hands-on and oversees daily operations coaching and developing BDC representatives and ensuring timely high-quality customer interactions across all communication channels. The ideal candidate is a results-driven leader with a proven track record in automotive BDC management strong analytical skills and a passion for delivering exceptional customer experiences while aligning BDC performance with dealership sales goals.

Pay:

Compensation includes a base salary plus uncapped commission.

Total annual earnings typically range from $90000$125000 depending on performance and experience.

Guaranteed training pay during the first 60 days.

Key Responsibilities:

• Handle all incoming and outgoing customer communications (phone calls emails texts chats and internet leads) This includes responding to leads hands-on and gathering relevant information before appointments

• Lead train and motivate the BDC team to achieve and exceed appointment show and conversion goals

• Manage daily BDC operations including inbound and outbound calls internet leads texts emails and chat

• Monitor and analyze BDC performance metrics (response time appointment set/show rates close rates) and implement continuous improvement strategies

• Develop and enforce BDC processes scripts and best practices to ensure consistent high-quality customer communication

• Collaborate closely with Sales Service and Marketing teams to align lead handling promotions and customer follow-up strategies

• Ensure accurate lead management and documentation within the CRM

• Coach team members through regular performance reviews call monitoring and one-on-one training sessions

• Recruit onboard and develop BDC staff to build a high-performing customer-focused team

• Maintain compliance with dealership policies OEM standards and data privacy regulations

• Act as a customer experience champion resolving escalated customer concerns and improving satisfaction scores

Required

• 35 years of experience in an automotive dealership BDC environment with prior leadership or management experience

• Proven ability to lead coach and develop high-performing teams

• Strong understanding of automotive sales and acquisition processes

• Experience managing inbound and outbound customer communications (calls texts emails chat)

• Proficiency with CRM systems and lead management tools

• Ability to analyze performance metrics and use data to drive results

• Excellent communication organizational and time-management skills

• Customer-first mindset with a commitment to delivering exceptional experiences
  
  

Preferred / Nice to Have

• Bachelors degree in Business Communications Marketing or a related field

• Experience managing Sales and Service BDC operations and acquisition processes

• Experience with performance-based coaching and call monitoring

• Strong conflict resolution and customer escalation management skills

Benefits:

• 401K
• Paid Vacation
• 6 paid holidays
• Health/Dental/Vision Insurance
• Employee Purchase Program
• Discounted Services

*This role is not remote or hybrid and requires on-site presence

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.