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Title

BDC Manager 

Description

Qvale Auto Group has over 70 Years in the automotive industry, beginning in California, spanning across Texas, and currently owns 4 dealerships across in Florida..

"We are a team committed to providing value, quality and excellence in sales and service; inspired by our customers' standards and the Qvale family reputation for integrity."

Qvale Auto Group is always looking for talented, self-motivated individuals to join our team. If you think you are ready to be a part of an exciting team, then we encourage you to continue with this applicant friendly, online job application!

The BDC Manager is the manager of the Service Client Care Center. The main drivers of this position are the CCM's ability to master the telephone scripts and word tracks on how to effectively handle all inbound service calls and conduct outbound marketing and follow up calls. The CCM must also have the ability to teach, coach and train the Service Coordinators on telephone techniques that will lead to improving CSI and creating additional reservations for the Service Department. The CCM must be able to effectively manage Audi Lakeland, VW Brandon’s and any other future dealerships service appointment processes and be able to track department productivity by evaluating reports, creating policy and procedures and ensuring that all daily tasks are being completed by the Service Coordinators. The CCM must possess outstanding communications and interpersonal skills, the ability to master the telephone appointment process including all inbound & outbound scripts and word tracks. The CCM must have strong leadership and organizational expertise, be an effective supervisor and conduct themselves in a professional manner.

Organizational Relationships:
The Client Care Supervisor will report directly to Retail Operations Manager

 

 

Job Duties- Corporate Reporting & Client Data Management

  • Taking all overflow inbound service calls to ensure that all calls are answered in a timely manner. This includes handling all calls whenever there are calls in the queue for greater than 30 seconds.
  • Taking "turns" from SCs when they are faced with a challenging phone call.
  • Conducting weekly training sessions and meetings with SCs regarding inbound and outbound calling strategies by the end of the workday every Monday. This includes listening to recorded calls from CallRater™ telephone performance and playing those phone calls for the SCs in a positive feedback session.
  • Overseeing the tracking of daily and weekly Key Performance Indicators of inbound and outbound calling campaigns.
  • Ability to meet or exceed all Key Performance Indicators provided by Management.
  • Maintaining current knowledge of all dealership service specials including email marketing campaigns, mailers, newspaper, and any other forms of media advertising. This responsibility also includes training all SCs on the above-mentioned areas.
  • Ensuring that all SCs understand and follow CCC policies and procedures at all times
  • Monitoring the Service CRM software for consistency and accuracy in scheduling.
  • Producing the weekly/monthly schedule for all SCs.
  • Assisting with the recruiting, staffing, and training of Service -Client Care personnel.
  • Setting daily work agendas and priorities for CCC personnel and ensuring that those work agendas are followed.
  • Working closely with all Client Care Supervisors, Service Managers, and Fixed Ops Director by keeping them informed of all activities, opportunities and challenges.
  • Daily Reporting (Monday-Saturday)
  • Weekly Internet Performance updates to all managers
  • Monthly recap reports
  • Facebook/Social Media management updates (Updates to all managers)
  • Manager CTI Phone Call Reports 2x Monthly
  • Train staff on best practices in regards to “The Qvale Way”
  • Participate in weekly webinars, service calls, and weekly dealership calls
  • Responsible for QAG CRM Championship scoring & reporting each quarter
  • Train new hires on DealerSocket, Update Promise, and review best practices and “Qvale Way” expectations
  • Main contact for HR for creating new logins for new hires, also terminating access to employees who are no longer employed by Qvale Auto Group.
  • Any additional responsibilities requested by dealership management. • Daily reporting (Monday-Saturday)
  • Weekly Internet performance updates to all managers
  • Monthly recap reports
  • Facebook/Social Media management (weekly updates to all managers)
  • Manager CTI phone call reports 2x monthly
  • Train staff on best practices in regards to the “Qvale Way”
  • Participate in weekly Webinars, service calls, and weekly dealership calls
  • Responsible for QAG CRM championship scoring & reporting each quarter
  • Train new hires on Dealer Socket, review best practices and “Qvale Way” expectations
  • Main contact for HR for creating new logins for new hires, also terminating access to employees no longer with the company
 
Position Requirements

QUALIFICATIONS

  • High school diploma or GED preferred
  • Post secondary training or equivalent work experience
  • Excellent communication, customer service, and problem-solving skills, including the ability to maintain composure under stress
  • Excellent interpersonal skills to interact professionally with customers, vendors, and staff
  • Supervisory / Managerial experience


BENEFITS

  • Competitive Pay
  • Paid Time Off (PTO)
  • 401(k)
  • Medical Insurance
  • Dental Insurance
  • Life Insurance
  • Formal Ongoing Training Program
  • Excellent Advancement Opportunities
  • Employee Discounts: Perks at Work
 
About the Organization Qvale Auto Group has 70 Years in the automotive industry, owning and operating 12 dealerships across the US from California to Florida.

"We are a team committed to providing value, quality and excellence in sales and service; inspired by our customers' standards and the Qvale family reputation for integrity."
 
EOE Statement The Qvale Auto Group is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

If you need assistance or an accommodation due to a disability, you may contact us at hr@qag.auto.  

This position is currently not accepting applications.

To search for an open position, please go to http://QvaleAutoGroupInc.appone.com



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