BDC Manager - Sales and Service in Milford, Connecticut at Key Cars Auto Group

Key Cars Auto Group is seeking an experienced BDC Manager to oversee both Sales and Service Business Development for multiple locations, including Genesis of Milford, Key Hyundai of Milford, Key Hyundai of Manchester, and Middletown Chevrolet.

This position will oversee customer communications, internet leads, service opportunities, appointment setting, and BDC team performance across the group. We are looking for someone who is organized, accountable, and focused on driving results.

Responsibilities:

Manage all internet leads, phone leads, and service opportunities
Recruit, hire, train, and continuously develop a high-performing team of BDC Representatives.
Conduct daily training sessions, call monitoring, and role-playing exercises to improve agents' phone skills, objection handling, and appointment-setting abilities.
Develop, test, and refine effective communication scripts and email templates tailored to different stages of the buyer’s journey.
Manage agent schedules to ensure adequate coverage during peak lead-volume hours.
Drive appointment set, show, and sold percentages
Ensure fast response times and consistent follow-up with customers
Collaborate closely with the Sales Managers and Service Managers to launch targeted campaigns (e.g., lease retention, service mining, unsold follow-up).
Monitor CRM activity, reporting, and daily performance with a goal of improving customer communication and dealership traffic
Manage multi-channel communication strategies, optimizing the use of phone, email, SMS, AI and video messaging tools.
Ensure all incoming internet leads and phone calls are answered promptly, enforcing strict lead response time standards.
Track, analyze, and report on critical BDC Key Performance Indicators (KPIs), including: Lead Response Time, Contact Rate, Appointment Set Rate, Appointment Show Rate, and Show-to-Sold ratios.
Evaluate the ROI of third-party lead providers and marketing campaigns, providing actionable insights to the General Manager and Marketing team.
Hold weekly performance reviews with the executive management team to align BDC metrics with overall dealership sales goals.
Strong ability to interpret data, identify trends, and make metric-driven decisions.

Requirements:

Minimum of 3-5 years of Automotive BDC, internet sales, or dealership experience preferred
Exceptional verbal and written communication skills, with a talent for writing persuasive scripts and coaching others.
Demonstrated ability to motivate, hold teams accountable, and thrive in a fast-paced, high-pressure environment.
Advanced knowledge of automotive CRM platforms, telephony systems, and modern digital communication tools.
VinSolutions and Dealertrack DMS experience preferred.

Benefits:

Base salary + Aggressive Performance-Based Bonus/Commission Structure. Salary Range $120,000 - $150,000
Comprehensive group medical, dental, and vision insurance plans
401(k) retirement plan with employer match
Paid Time Off
Opportunities for career growth and advancement within the company

We are an equal opportunity employer and prohibit discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.