The posting
Grand Island Motor Company is seeking an organized, motivated, and customer-focused Service Business Development Center Lead (BDC Lead) to help lead our dealership’s customer communication and appointment-setting efforts. This is an excellent opportunity for someone with strong BDC or customer service experience who is ready to take on additional leadership and responsibility.
As the Service BDC Lead, you will serve as a working leader within the department, handling customer inquiries and appointments while also helping guide the day-to-day performance of the BDC team. You will help ensure leads and customer opportunities are handled promptly, processes are followed consistently, and customers receive a professional and positive experience across phone, email, text, and online channels.
The ideal candidate is a strong communicator who is organized, dependable, comfortable coaching others, and able to keep the team focused and productive in a fast-paced dealership environment. Automotive knowledge is helpful.
Compensation & Benefits
- Competitive Hourly Pay Based on Experience
- Performance-Based Bonus Opportunities
- Medical Insurance
- Dental Insurance
- Vision Insurance
- 401(k) Retirement Plan
- Paid Time Off (PTO)
- Paid Holidays
- Employee Discounts on Vehicles, Parts, and Service
- Paid Training and Development
- Career Advancement Opportunities
- Supportive Team Environment
Responsibilities
- Assist with the day-to-day operations and workflow of the dealership's Service BDC
- Serve as a working lead by handling inbound and outbound customer communication alongside the Service BDC team
- Respond to customer inquiries via phone, email, text message, and online channels
- Schedule service appointments and ensure customer opportunities are handled promptly and professionally
- Monitor incoming leads, calls, follow-up activity, and appointment scheduling to ensure established processes are followed
- Track appointments, show rates, contact rates, and other key BDC performance metrics
- Help ensure leads and customer inquiries receive timely and consistent follow-up
- Coach and support BDC team members on phone skills, customer communication, appointment setting, and dealership processes
- Assist with onboarding and training new BDC employees
- Provide ongoing feedback and help identify opportunities for individual and team improvement
- Review customer interactions and help maintain high standards for communication and customer service
- Maintain accurate customer records and ensure interactions are properly documented within dealership CRM systems
- Work closely with Service and dealership management to improve communication and customer follow-up
- Help implement campaigns and initiatives designed to increase appointments, customer retention, and dealership traffic
- Assist with scheduling and department coverage to ensure customer inquiries are handled efficiently
- Identify process issues and recommend improvements to increase BDC effectiveness
- Help resolve customer concerns and escalate issues to management when appropriate
- Support department goals while helping create a positive, accountable, and team-oriented environment
Qualifications
- Previous experience in an automotive dealership BDC, call center, customer service, appointment-setting, or similar role preferred
- Previous leadership, training, or team lead experience preferred
- Automotive dealership experience strongly preferred
- Exceptional verbal and written communication skills
- Strong phone presence and professional customer service skills
- Ability to coach, motivate, and provide constructive feedback to team members
- Strong organizational and time management skills
- Ability to multitask, prioritize, and manage workflow in a fast-paced environment
- Comfortable tracking performance metrics and holding team members accountable to established processes
- Strong computer skills, including CRM and dealership software systems
- Detail-oriented with excellent follow-up abilities
- Positive attitude and team-player mentality
- Strong problem-solving skills and customer-first mindset
- Bilingual (English/Spanish) is a plus
- Valid driver’s license with acceptable driving record
- Must be willing to submit to a pre-employment background check and drug screening
Why Join Grand Island Motor Company?
At Grand Island Motor Company, we believe our people are the key to delivering exceptional customer experiences. We invest in our employees through training, development, and advancement opportunities while fostering a positive culture built on teamwork, accountability, and customer satisfaction.
The BDC Lead is an important part of keeping our dealership connected with our customers and our teams working together effectively. For someone who enjoys helping people, improving processes, and bringing out the best in a team, this position offers an opportunity to grow into a larger leadership role within the dealership.
Equal Opportunity Employer
Grand Island Motor Company is an Equal Opportunity Employer and is committed to fostering an inclusive workplace where all employees and applicants are treated with respect and dignity. We provide equal employment opportunities to all individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.
Grand Island Motor Company maintains a drug-free workplace. Employment offers are contingent upon successful completion of a pre-employment background check, drug screening, and verification of a valid driver’s license and acceptable driving record.
