Automotive Assistant Service BDC Manager- 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.

Our Service BDC is a mature, high-volume operation at the core of our dealership group's customer retention strategy � and we're looking for the right leader to own it day-to-day. As the Assistant BDC Manager � Service, you will directly manage our Service BDC agents and Team Leaders, drive appointment production, ensure flawless DMS/CRM execution, and serve as the operational heartbeat of a department that directly impacts service revenue, customer satisfaction, and long-term loyalty.

You'll report to the Director of Business Development and work in close coordination with Service Directors, Advisors, and store-level Store Champions across our rooftops. This role is ideal for a high-accountability leader who thrives in a structured environment, loves data, and knows how to bring out the best in a team.

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:

• Drive performance across all active Service BDC call types: appointment setting, declined service follow-up, CSI outreach, recall campaigns, warranty expiration outreach, and high-mileage programs
• Monitor appointment show rates and RO open rates; partner with Service Advisors to improve handoff quality and show accountability
• Coordinate with the Sales BDC team on service-to-sales conversion opportunities for equity mining and high-mileage customers
• Maintain a proactive outreach calendar aligned with service department capacity and promotional activity
• Supervise, coach, and develop a team of Service BDC Agents and Team Leaders
• Monitor agent productivity, live queues, and real-time performance throughout each shift
• Conduct daily huddles, weekly 1:1s, and regular call review sessions for quality assurance
• Ensure consistent adherence to scripting, call quality standards, and compliance requirements
• Manage scheduling to maintain appropriate coverage across all active campaigns and inbound volume
• Build a professional, accountable team culture that values customer empathy and continuous improvement
• Lead onboarding and initial training for new Service BDC Agents
• Identify and develop high-potential agents for Team Leader promotion
• Champion call quality standards through consistent coaching, feedback, and recognition
• Own DMS/CRM hygiene standards � every call dispositioned correctly, every appointment tracked and attributed accurately
• Produce daily and weekly Service BDC reporting for the Director of Business Development covering contact rates, appointments set/shown, RO conversions, and CSI performance
• Use data to identify trends, coaching needs, and process gaps before they become problems
• Maintain list integrity for all outbound campaigns; flag data quality issues to the Director of Business Development promptly

Minimum Qualifications:

• Excellent oral and written communication skills
• Prior experience training or onboarding new employees
• 2+ years in an automotive BDC, Service BDC, or Dealership Customer Service Environment
• 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 and Leads

Job Type:

• Full-Time

Pay

• $48,000 base pay with monthly performance bonus
• Expected pay range for high performers $60,000-$72,000+

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