Service BDC Manager

Department: Service / Customer Experience Reports To: BDC Director Location: Fenton Family Dealerships – Keene, NH Employment Type: Full-Time

Join the Fenton Family Dealerships Team

Fenton Family Dealerships is a locally owned and operated automotive group proudly serving the Monadnock Region through five trusted franchises: Toyota of Keene, Honda of Keene, Hyundai of Keene, Subaru of Keene, and Volvo Cars Keene. With a longstanding commitment to customer satisfaction, employee development, and community involvement, we are dedicated to delivering an exceptional ownership experience at every stage of the customer journey. As our organization continues to grow, we are seeking an experienced and motivated Service BDC Manager to lead our established Service Business Development Center team. Reporting to the BDC Director, this position plays a critical role in driving service appointment scheduling, customer retention initiatives, communication excellence, and overall customer satisfaction across multiple dealership brands. The ideal candidate is organized, performance-driven, customer-focused, and experienced in dealership service operations and BDC processes. This is an excellent opportunity for a proven leader who thrives in a fast-paced environment and enjoys developing teams while helping deliver outstanding customer experiences.

Key Responsibilities

• Manage the daily operations of the Service BDC team supporting multiple dealership brands
• Monitor inbound calls, internet leads, text messaging, and email communications related to service scheduling
• Ensure service appointments are scheduled efficiently, accurately, and confirmed properly
• Train, coach, motivate, and develop Service BDC representatives to achieve performance and customer satisfaction goals
• Collaborate closely with Service Advisors, Service Managers, and dealership leadership to maximize service department efficiency
• Support customer retention, maintenance reminder, and service reactivation campaigns
• Resolve escalated customer concerns professionally and promptly
• Monitor team performance metrics and appointment conversion rates
• Prepare reports and provide operational insights to dealership leadership and the BDC Director
• Identify opportunities to improve processes, customer communication, and overall service retention
• Help maintain a positive, professional, and customer-focused culture within the BDC department

Qualifications

• Previous automotive dealership BDC, service, or customer experience leadership experience required
• Strong leadership, coaching, and team development abilities
• Excellent verbal and written communication skills
• Exceptional customer service and conflict resolution skills
• Experience with CRM systems, service scheduling tools, and dealership software
• Ability to multitask in a fast-paced, multi-franchise environment
• Strong organizational, analytical, and problem-solving skills
• High school diploma or equivalent required; college degree preferred

Preferred Experience

• 2+ years of automotive Service BDC management or supervisory experience
• Strong understanding of dealership service scheduling, workflow, and retention strategies
• Experience with CDK, Xtime, VinSolutions, DealerFX, or similar dealership platforms
• Proven track record of improving appointment-setting performance and customer retention

Compensation & Benefits

• Competitive base salary plus performance-based bonus opportunities
• Health and dental insurance
• Paid vacation, sick time, and holidays
• 401(k) with company match
• Employee vehicle purchase and service discounts
• Ongoing training and professional development
• Advancement opportunities within one of New Hampshire's leading automotive dealership groups

Why Fenton Family Dealerships?

At Fenton Family Dealerships, we believe our employees are the foundation of our success. We offer a supportive team environment, opportunities for growth, and the stability of a respected family-owned dealership group with deep roots in the community. If you are passionate about customer service, leadership, and helping build lasting customer relationships, we encourage you to apply. Join a team where your leadership can make a meaningful impact on both the customer experience and the continued success of our dealerships.