Service Business Development Coordinator (BDC) Manager- Import & Domestic

Rosen Automotive Group - Milwaukee & Madison Division•Greenfield, WI

About The Position

The Service BDC Manager is a dynamic leader responsible for driving service growth through strategic outreach, exceptional customer engagement, and strong team leadership. This role oversees all service-related inbound and outbound communications, ensuring every customer interaction reflects a high level of professionalism and service expertise. The ideal candidate brings a deep understanding of automotive service operations, combined with the ability to lead, coach, and develop a high-performing team. You will play a key role in increasing service appointments, improving retention, and delivering outstanding customer experience that builds long-term loyalty.

Requirements

Minimum of 2+ years of automotive BDC, service, or related leadership experience preferred
Strong knowledge of automotive service operations, maintenance schedules, and repair processes
Proven leadership experience with the ability to motivate and develop a team
Excellent communication, organization, and time management skills
Results-driven mindset with a focus on achieving and exceeding goals
Proficient in CRM systems and computer applications
Team-oriented with a collaborative leadership style
Willing to submit to a pre-employment background check

Responsibilities

Lead, coach, and develop the Service BDC team to achieve performance goals
Monitor individual and team performance metrics, providing ongoing feedback and training
Foster a positive, accountable, and customer-focused team culture
Partner with Service Managers and Advisors to align departmental goals
Develop and execute outbound call, text, and email campaigns focused on service retention, maintenance, and declined services
Drive appointment setting efforts to increase service traffic and shop capacity utilization
Identify opportunities to grow service business through customer follow-up, recalls, and maintenance schedules
Monitor and improve customer retention strategies
Ensure all inbound and outbound communications deliver a high-quality, knowledgeable service experience
Assist customers with scheduling, service recommendations, and general inquiries
Handle escalated customer concerns with professionalism and urgency
Build and maintain strong relationships with customers to promote repeat business
Track and manage all service leads and appointments within the CRM
Maintain daily, weekly, and monthly performance reports and forecasts
Analyze key metrics such as appointment show rates, conversion, and retention
Continuously evaluate processes to improve efficiency and effectiveness
Support initiatives that enhance the dealership’s reputation as a trusted service provider in the local community
Build relationships with referral sources and customers to expand service reach