Description:
The BDC Assistant Manager / Buying Center Assistant Manager is responsible for supporting the daily operations of the Business Development Center (BDC) and Buying Center. This leadership role assists with team management, customer follow-up, appointment generation, manager calls, vehicle acquisition efforts, employee coaching, and delivering exceptional customer experiences.
The ideal candidate is a motivated, results-oriented professional who can lead by example, foster a positive team culture, and help drive department performance. Automotive experience is preferred; however, we are willing to train the right candidate who possesses strong leadership potential, communication skills, and a desire to grow within the organization.
Responsibilities:
- Assist in managing the daily operations of the BDC and Buying Center.
- Lead, motivate, and support team members to achieve departmental goals.
- Assist with employee coaching, training, and performance development.
- Help onboard new team members and ensure adherence to company processes.
- Foster a positive, customer-focused work environment.
- Ensure timely follow-up on internet leads, phone inquiries, and vehicle acquisition opportunities.
- Monitor CRM activity to ensure accurate customer records and communication.
- Manage appointment-setting efforts and improve appointment show rates.
- Review missed opportunities and implement strategies to maximize conversions.
- Oversee outbound call, text, and email campaigns.
- Conduct manager calls to support appointment confirmations, customer retention, and sales opportunities.
- Handle escalated customer concerns professionally and promptly.
- Assist with customer conflict resolution and relationship-building efforts.
- Support customers interested in selling or trading their vehicles.
- Assist with vehicle acquisition initiatives and inventory growth efforts.
- Coordinate with appraisal and management teams to maximize purchasing opportunities.
- Track acquisition appointments and performance metrics.
- Monitor department KPIs and team productivity.
- Assist in preparing reports and identifying opportunities for process improvement.
- Ensure compliance with company policies, standards, and expectations.
Requirements:
- Strong communication and customer service skills.
- Ability to multitask and thrive in a fast-paced environment.
- Professional, positive, and team-oriented attitude.
- Strong organizational and problem-solving skills.
- Basic computer proficiency and willingness to learn dealership software and CRM systems.
- Valid driver's license with an acceptable driving record.
- Previous BDC, automotive sales, customer service, call center, or dealership experience.
- Supervisory, leadership, team lead, or management experience.
- Experience handling customer escalations and manager calls.
- Familiarity with CRM systems and lead management processes.
- Vehicle acquisition or automotive retail experience is a plus.
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