Customer Service Manager

Doug Smith Autoplex Service BDC Manager

Doug Smith Autoplex isnt just a great place to workwe also offer amazing benefits and a high-energy team-focused environment! Were 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 drivers 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 dealershipand this role is key to keeping it that way.

Doug Smith Auto is an equal opportunity employer. If youre ready to take the next step in your leadership career and be part of a fun uplifting team wed love to hear from you!