What are the responsibilities and job description for the BDC Manager position at Norm Reeves?
As a BDC Manager (Service Department), you’re one of the most important team members at Norm Reeves. You will directly lead an efficient and profitable multi-dealership call center for multiple brands in the Norm Reeves group. You will lead and grow your own department and work closely with several dealerships’ service department staff to take service to new levels of excellence that align with the company’s aggressive goals for growth and commitment to elevating the customer experience.
We’re looking for an exceptional communicator and ambitious team player who will attract, develop and grow a team of world class BDC Service Representatives, inspiring them to reach their professional goals, learn about the business and increase Customer Service Index (CSI).
This is a fully onsite position in Cerritos CA. It is a great launch point for a career with us, for someone with a proven track record of team leadership and exceeding expectations in a fast-paced, call center environment.
What You’ll Do:
- Hire, coach, develop and motivate your BDC Service Representative team to assist customers in a consolidated, multi-brand call center
- Provide on the spot coaching by monitoring incoming and outbound call campaigns, as well as ring time and guest hold time
- Train and develop your team to place outbound phone calls to potential leads by setting a great example, working alongside with staff, taking escalated calls promptly and resolving concerns according to each dealership's guidelines
- Hold your team accountable and inspire them to meet or exceed all metrics, prioritize inbound calls, use specific call guides, answer calls promptly, and meet the expected monthly quantity of service reservations
- Coach and develop your team to take ownership of the guest experience whether it be routine calls, confirming reservations or addressing urgent service and safety concerns
- Follow up with your team to maintain an ongoing customer database to capture repeat business
- Monitor and control the performance of the BDC Service department using effective meetings, Blueprint reports, tracking systems, and surveys
- Create good public relations with guests and good working relationships with staff to encourage repeat and referral business
- Solve practical problems and deal with a variety of variables that come with managing a growing team of varying experience levels
What You’ll Need:
- Significant experience leading a team in a call center environment
- Ability to confidently train duties and assist with escalated customer calls
- Strong communication skills with both Norm Reeves staff and guests
- Excellent organizational and follow up skills
- Ability to multi-task in a fast-paced environment
- A professional appearance and work ethic
- A valid driver’s license and acceptable driving record
What We Offer:
- Free training opportunities
- Advancement opportunities
- Tuition Reimbursement - Up to $2,000 reimbursement within 12-month period
- 401k with Matching Contribution – 25% match on up to $4,000 contribution per year
- Paid Time Off
- Volunteer Time Off
- Medical (PPO), Dental (PPO & HMO), Vision, and complimentary Group Life Insurance
- Employee Referral Bonus Program
- Section 125 Cafeteria Plan & Flexible Spending Account (allows employees to pay for certain qualified expenses on a pre-tax basis)
- Company partner discounts on national and local brands (LifeMart)
- Generous employee and family member discounts on sales, service and parts at our many locations