Automotive Service BDC Team Leader- Holler Classic Family of Dealerships

Holler-Classic Family of Dealerships, an Automotive News Top 150 dealership group with 12 dealerships serving the Central Florida market, has been proudly family-owned since 1938. Our Buy Smart � Be Happy� brand promises include Our Best Price First, Pure and Simple� and Commission-Free Sales.

Holler and Classic Family Collection of Dealerships is building a high-performance, centralized Service BDC.

The Service BDC Team Leader is a frontline leadership role responsible for the daily coaching, quality assurance, and performance development of Service BDC Agents. You will play a hands-on role supporting inbound and outbound service appointment activity, driving CRM/DMS discipline, and ensuring every customer interaction meets the Holler-Classic standard.

This role is ideal for a high-performing Service BDC Agent or current Team Lead who is ready to take the next step in their leadership career. You will work closely with the Assistant BDC Manager � Service and serve as a key driver of team culture, operational consistency, and customer experience across our centralized Service BDC.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities include the following:

• Lead onboarding for new Service BDC Agents, ensuring a strong foundation in:

• Call handling, scripting, and service-specific objection handling
• CRM usage, disposition standards, and appointment tracking
• Service appointment-setting best practices and call types

• Facilitate structured training sessions including classroom instruction and live call shadowing
• Maintain and continuously improve onboarding materials, training guides, and call scripts
• Ensure all new hires hit defined ramp-up milestones within expected timelines
• Monitor and score calls for quality, compliance, and effectiveness across all active Service BDC call types
• Ensure adherence to service scripts, brand standards, and customer experience expectations
• Deliver consistent, actionable feedback to improve call performance
• Partner with the Assistant BDC Manager to evolve call guides, messaging, and QA scorecards
• Help build a positive, high-accountability team culture rooted in customer empathy and continuous improvement
• Recognize wins, reinforce strong behaviors, and celebrate individual and team performance
• Lead by example with professionalism, consistency, and energy
• Serve as a mentor and go-to resource for new and developing agents
• Act as floor support for agents during active shifts � fielding questions, handling escalations, and supporting save opportunities
• Assist in managing call flow, lead coverage priorities, and agent productivity throughout each shift
• Help reinforce daily goals, contests, and performance expectations set by the Assistant BDC Manager
• Lead or support daily team huddles and shift communication touchpoints
• Reinforce agent behaviors that drive key service BDC KPIs: inbound answer rate, outbound call volume, contact rate, appointment set rate, and appointment show rate
• Support agents in working active outbound campaigns including declined service follow-up, recall outreach, warranty expiration, CSI follow-up, and high-mileage programs
• Partner with the Assistant BDC Manager to ensure no missed opportunities within the outbound campaign calendar or inbound queue
• Assist agents in navigating scheduling and service capacity conversations with customers
• Ensure all agents maintain high CRM standards: accurate dispositions, proper call notes, follow-up task creation, and appointment tracking integrity
• Conduct regular spot-checks of CRM activity for quality and consistency
• Reinforce the importance of clean data as a driver of appointment production and reporting accuracy
• Escalate data quality issues or systemic CRM problems to the Assistant BDC Manager promptly
• Provide daily, real-time coaching based on live call monitoring and performance data
• Conduct regular 1:1 coaching sessions focused on:
• Appointment conversion improvement
• Objection handling for declined services, recalls, and warranty expiration
• Call control, empathy, and customer communication tone
• Reinforce best practices through side-by-side coaching and structured call reviews
• Identify skill gaps and create targeted development plans for agents
• Support underperforming agents with structured improvement plans in coordination with the Assistant BDC Manager

Minimum Qualifications:

• Excellent oral and written communication skills
• Prior experience training or onboarding new employees
• Experience with call monitoring/QA scoring tools
• Bilingual (English/Spanish) a plus
• Experience in a centralized or multi-rooftop BDC environment preferred
• Strong computer skills, with the ability to manage multiple applications at once
• Strong organizational and multi-tasking skills
• Professional demeanor and appearance
• Ability to learn and operate various computer programs.
• Ability to work a flexible schedule including evenings, weekends and holidays
• Reliable Transportation
• Valid driver�s license with acceptable driving record
• Acceptable background and drug screening

Supervisory Responsibilities:

• Service BDC Team Members

Job Type:

• Full-Time

Pay

• Starting at $19.00/hr
• Monthly Bonus tied to team KPIs and Quality metrics

Full Time Benefits:

• 401(k) & 401(k) Matching
• Employee Assistance Program
• Health Insurance
• Dental Insurance
• Vison Insurance
• Life Insurance
• Flexible Spending Account
• Paid Time Off After 6 months
• Referral Program
• Associate Discount Program

Schedule:

• Ability to work a flexible schedule including evenings and weekends

Holler and Classic Family Collection of Dealerships is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or other legally protected characteristics. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We participate in the E-Verify program. Upon an applicant's request, Holler and Classic Family Collection of Dealerships will consider reasonable accommodation to complete the application process. https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf