Service Business Development Center Supervisor

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The Hewlett Automotive Group, a family-owned dealership group, is currently accepting applications for a Service Business Development Center Supervisor.

Family owned and operated for over 30 years, we are an organization of over 300 team members. We have a culture that respects and supports our employees and values each contribution. We encourage professionalism, teamwork, and extra effort. We believe in study, innovation, and the change it fosters, but are guided by unchanging values.

Position Summary:

The Service Department BDC Supervisor is responsible for overseeing and leading the Business Development Center operations for the dealership's service department. This role focuses on driving service traffic, increasing appointment show rates, improving customer satisfaction, and maximizing department revenue through effective communication, follow-up processes, and team management. The ideal candidate is results-driven, customer-focused, and experienced in dealership BDC call center environments, service customer processes and basic automotive mechanical repair issues.

Key Responsibilities:

• Team Leadership, Development and Personnel Management
  • Recruit, train, and manage the Service BDC representatives.
  • Monitor performance metrics and provide coaching for improvement.
  • Develop and enforce call scripts, appointment-setting standards, and follow-up procedures.
  • Cross train and manage schedules as necessary to provide personnel back up support to receptionists and cashier positions.
• Customer Engagement
  • Ensure timely and professional responses to inbound service inquiries via phone, email, text and web.
  • Oversee outbound call campaigns for declined service, lost customers, appointment reminders, service promotions, recalls, etc.
  • Monitor and improve customer retention and satisfaction through effective communication strategies.
• Process Management
  • Collaborate with the fixed operations director, service drive manager and service advisors to ensure a smooth transition from appointment to repair order.
  • Maintain accurate records of customer interactions and appointments using CRM and DMS tools.
  • Analyze call data and Key Performance Indicators (appointments set, appointment shows, RO value, CSI scores) to optimize performance.
• Marketing and Growth Initiatives
  • Coordinate with the marketing department to promote service specials, seasonal offers, and customer retention programs.
  • Identify trends and implement strategies to increase traffic and drive revenue.
  • Assist in implementing and training the proper use of technology and automation tools to improve efficiency, including CDK, GM Global Connect, XTime, DriveCentric, Workflow 360 and MicroSoft Office 365.

Compensation & Benefits:

• Competitive base salary plus performance-based bonuses
• Health, dental, and vision insurance
• 401(k) with company match
• Paid vacation and holidays
• Ongoing training and professional development opportunities

Work Environment:

• Fast-paced dealership setting
• Typical schedule includes some Saturdays.

• 3+ years of experience in a dealership BDC or call center environment; 1+ year in a leadership or management role preferred.
• Strong knowledge of service department operations in a franchised dealership.
• Familiarity with CRM/DMS platforms (e.g., CDK, GM Global Connect, DriveCentric) and call center telephone operating systems and MicroSoft Excel.
• Excellent communication, leadership, and customer service skills.
• Detail-oriented with the ability to multitask and manage time effectively.
• High school diploma or equivalent; associate or bachelor's degree preferred.