BDC Service Manager

Heiser Automotive Group
hourly plus monthly bonus
paid time off, 401(k)
United States, Wisconsin, Milwaukee
1700 W Silver Spring Dr (Show on map)
Nov 13, 2024
Position: BDC Service Manager Job Location(s): Milwaukee, WI Employment Type: Full Time About Heiser: For more than 100 years, Heiser has been a family owned, premier automotive dealer group throughout Milwaukee. With multiple locations servicing the metro-Milwaukee and West Bend areas, Heiser features vehicle sales, parts/service centers, and body shops under the brands of Chevrolet, Ford, Lincoln, Toyota, and Cadillac. At Heiser we believe that, "today's your day" and we are currently seeking qualified candidates to join our highly successful team. For more information on who we are, please visit our website at www.heiser.com. Overview of Position: As a member of The Heiser Automotive Group, you accept the values and standards of professionalism set forth by the dealer and the manufacturers we represent. In all activities, satisfying and exceeding the expectations and desires of our guests shall be the number one priority. From this basic standard and the adherence to our company's mission, vision, and core values, we shall conduct our daily business. The BDC Manager is responsible and accountable for training employees and aiding support to Fixed Operations. The BDM supports the staff to achieve departmental gross profit and performance standards through dedicated specialized follow-up activities enhancing C.S.I. and & service volumes. What we offer Competitive Pay Training and growth opportunities Competitive Health, Dental, Vision, Disability, Life, Accident, and Cancer Insurance Paid Time Off and Holiday Pay 401k with Company Match Discounts on service, parts, and vehicle purchases Heiser Automotive Group is an Equal Opportunity Employer and Drug Free workplace Responsibilities Maintain our Customer Relationship Management (CRM) database and customer databases Utilize and develop scripts and templates for the department Attend all necessary training and complete curriculum as requested by the dealership. Exceed OEM internet lead mystery shop guidelines for all franchises. Review inbound calls for quality control and to enhance overall performance Update processes and workflows as staffing changes. Complete quarterly and annual performance reviews. Understand dealership processes (appointment visit, service warranties, roadside assistance needs) and learn effective ways to communicate these processes employees and clients Coach, train, and mentor BDC Agents. Maintain OEM metrics and guidelines. Complete dealership CRM/ILM certification requirements and verify that all staff have maintained training Train the staff on the National and State DoNotCall policies and procedures. Complete a daily recap report of appointment set, confirmed, show for all locations. Complete holiday opening and closures for all locations in all systems. Role play with agents daily to increase proficiency. Complete 90-day onboarding of all new BDC Agents and delegate training to Senior Agents as needed. Complete monthly demonstrations of new products available on the market for the BDC for continual improvement. Attend required staff meetings. Keep employees abreast of CRM upgrades and enhancements. Assist the dealerships with meeting appointment set (90%), show (90%), guidelines. Meet with CRM Performance Manager weekly for updates. Keep General Managers abreast of any problems or concerns. Create BDC work schedule and process time & attendance in a timely manner. Verify task balance and load for the store and verify that processes are followed. Complete technical support tickets for various systems as requested Provide the dealer with necessary reporting weekly, monthly, etc. as requested. Requirements High School diploma or equivalent High motivation and enthusiasm Computer knowledge and/or experience: Intermediate level Microsoft office suite of products: Advanced level Keyboard proficient with ability to type 60 wpm Must possess excellent verbal and written communication skills Previous call center training and customer service skills preferred Ability to multi-task and prioritize workload Strong verbal and written appointment setting skills Ability to thrive in a fast-paces, competitive environment We participate in E-Verify