Rochester Motor Cars
Job Title: BDC Manager
Department:
Fixed Operations Reports To:
Fixed Operations Director / Corporate Service Director
Wage Range: $65,000 – commission
Job Summary The Centralized Service BDC Manager is responsible for leading a high-volume, centralized Service Business Development Center supporting multiple dealership locations. This role drives service appointment growth, customer retention, and consistency across all rooftops by implementing standardized processes, managing performance through data, and ensuring strong collaboration between the BDC and each dealership’s Service Department. Managing the global shuttle program.
Key Responsibilities
Manage daily operations of a centralized Service BDC handling inbound and outbound calls, texts, emails, and digital appointment requests for multiple dealerships
Lead, coach, and develop BDC representatives and BDC leads to meet or exceed group and store-level performance benchmarks
Establish and enforce standardized scripts, workflows, follow‑up cadence, and appointment‑setting processes across all locations
Monitor real‑time and historical performance by store, advisor, and BDC representative
Partner with Service Managers and Fixed Ops leadership at each dealership to align capacity, scheduling, and customer flow
Drive execution of service marketing campaigns, recalls, maintenance reminders, and retention initiatives
Ensure accurate and consistent CRM and DMS usage across all rooftops
Handle escalated customer issues and ensure timely, professional resolution
Create staffing plans and schedules aligned with call volume, seasonal demand, and store needs
Conduct regular performance reviews, coaching sessions, and training
Ensure compliance with OEM standards, company policies, and customer privacy regulations
Manage RMC global shuttle program, including the staff within that team, including a shuttle lead.
Store‑Level KPIs & Performance Benchmarks BDC Manager is accountable for tracking, reporting, and improving the following KPIs at both group and individual store levels
Appointment & Call Performance Customer Retention & Revenue Impact BDC Productivity Quality & Customer Experience Qualifications & Skills
3–5+ years of automotive dealership experience; Service BDC or Fixed Ops leadership required
Proven experience managing a centralized, high‑volume BDC supporting multiple rooftops
Strong analytical skills with the ability to interpret KPIs and drive operational improvements
Advanced CRM, DMS, phone system, and call‑tracking experience
Exceptional leadership, coaching, and communication skillsAbility to manage cross‑functional relationships with multiple Service Managers
Highly organized, detail‑oriented, and results‑driven
Physical & Work Requirements
Fast‑paced office environment with high call and message volume
Flexible schedule, including evenings or weekends as business needs dictate
Compensation & Benefits
Competitive salary with performance‑based incentives tied to group and store KPIs
Comprehensive benefits package (medical, dental, vision, 401(k), PTO)
Advancement opportunities within a growing, multi‑dealership automotive group
Universal Responsibility
Adhere to the Rochester Motor Cars mission, vision and values in all situations.
Follow and utilize the Rochester Motor Cars philosophy of 1-2-3-4-5.
Customer Enthusiasm
Employee Satisfaction
Financial Performance
Market Effectiveness
Ongoing Improvement
“Grow people, make friends and do good.”
Exhibit personal excellence by setting high standard of performance. Consistently meet or exceed quality standards and requirements.
About Rochester Motor Cars At Rochester Motor Cars our goal is to be an industry leader and provide unmatched quality automotive products and services. It is our mission to exceed our customers’ and employees’ expectations and maintain their loyalty for a lifetime.
Competitive compensation and benefits, including medical, dental, vision, paid time off, STD/LTD, 401k, and life insurance are offered for full‑time employees.
Job description subject to change at managers’ discretion.
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Department:
Fixed Operations Reports To:
Fixed Operations Director / Corporate Service Director
Wage Range: $65,000 – commission
Job Summary The Centralized Service BDC Manager is responsible for leading a high-volume, centralized Service Business Development Center supporting multiple dealership locations. This role drives service appointment growth, customer retention, and consistency across all rooftops by implementing standardized processes, managing performance through data, and ensuring strong collaboration between the BDC and each dealership’s Service Department. Managing the global shuttle program.
Key Responsibilities
Manage daily operations of a centralized Service BDC handling inbound and outbound calls, texts, emails, and digital appointment requests for multiple dealerships
Lead, coach, and develop BDC representatives and BDC leads to meet or exceed group and store-level performance benchmarks
Establish and enforce standardized scripts, workflows, follow‑up cadence, and appointment‑setting processes across all locations
Monitor real‑time and historical performance by store, advisor, and BDC representative
Partner with Service Managers and Fixed Ops leadership at each dealership to align capacity, scheduling, and customer flow
Drive execution of service marketing campaigns, recalls, maintenance reminders, and retention initiatives
Ensure accurate and consistent CRM and DMS usage across all rooftops
Handle escalated customer issues and ensure timely, professional resolution
Create staffing plans and schedules aligned with call volume, seasonal demand, and store needs
Conduct regular performance reviews, coaching sessions, and training
Ensure compliance with OEM standards, company policies, and customer privacy regulations
Manage RMC global shuttle program, including the staff within that team, including a shuttle lead.
Store‑Level KPIs & Performance Benchmarks BDC Manager is accountable for tracking, reporting, and improving the following KPIs at both group and individual store levels
Appointment & Call Performance Customer Retention & Revenue Impact BDC Productivity Quality & Customer Experience Qualifications & Skills
3–5+ years of automotive dealership experience; Service BDC or Fixed Ops leadership required
Proven experience managing a centralized, high‑volume BDC supporting multiple rooftops
Strong analytical skills with the ability to interpret KPIs and drive operational improvements
Advanced CRM, DMS, phone system, and call‑tracking experience
Exceptional leadership, coaching, and communication skillsAbility to manage cross‑functional relationships with multiple Service Managers
Highly organized, detail‑oriented, and results‑driven
Physical & Work Requirements
Fast‑paced office environment with high call and message volume
Flexible schedule, including evenings or weekends as business needs dictate
Compensation & Benefits
Competitive salary with performance‑based incentives tied to group and store KPIs
Comprehensive benefits package (medical, dental, vision, 401(k), PTO)
Advancement opportunities within a growing, multi‑dealership automotive group
Universal Responsibility
Adhere to the Rochester Motor Cars mission, vision and values in all situations.
Follow and utilize the Rochester Motor Cars philosophy of 1-2-3-4-5.
Customer Enthusiasm
Employee Satisfaction
Financial Performance
Market Effectiveness
Ongoing Improvement
“Grow people, make friends and do good.”
Exhibit personal excellence by setting high standard of performance. Consistently meet or exceed quality standards and requirements.
About Rochester Motor Cars At Rochester Motor Cars our goal is to be an industry leader and provide unmatched quality automotive products and services. It is our mission to exceed our customers’ and employees’ expectations and maintain their loyalty for a lifetime.
Competitive compensation and benefits, including medical, dental, vision, paid time off, STD/LTD, 401k, and life insurance are offered for full‑time employees.
Job description subject to change at managers’ discretion.
#J-18808-Ljbffr