Service - BDC Manager

BMW of Ridgefield prides itself on giving you the automotive career you’ve always wanted. Having won the Center of Excellence award multiple years, we understand the importance of customer satisfaction and extend that same mentality to our employees.

At BMW of Ridgefield, you can expect to work on a team of dedicated and professional individuals. Our 50,000 square foot state-of-the-art facility provides an excellent working environment for our teams.

SUMMARY

BMW of Ridgefield is recognized as one of the top BMW Centers in the country.

What We Offer:

• Unlimited earning potential

• Medical and dental

• 401K

• Short term disability

• Life insurance

• Paid holidays

• Frequent company gatherings – BBQs and fishing tournaments!

• Community outreach programs

The BDC manager’s role is to understand and enforce BMW of Ridgefield’s business rules and processes, motivate your BDC staff and provide an open and informative relationship between BDC personnel and the Service and Sales staff. Without question, a highly qualified, well-trained and motivated BDC manager will define the success of the BDC group.

Job Responsibilities:

• Manage and review regularly the performance of the BDC staff.

• Hire, train and coach BDC staff, understand product and process.

• Manage all BDC staff including workflow and utilization of staff time.

• Work with Service and Sales managers to determine/coordinate marketing campaigns, service specials.

• Manage and resolve BDC customer issues or escalate it to Service or Sales manager.

• Ensure that quality guidelines are understood and adhered to within the BDC.

• Generates outbound phone, mail and email marketing campaigns, review database and find ways to increase our customer base.

• Track BDC activity to identify trends, head off potential issues and capitalize on short term and long term opportunities.

• Create, generate and perform analysis on reports to track BDC processes and monitoring productivity while correcting deficiencies.

• Manage loaner fleet to ensure length of loan (LOL) remains below BMW standard. Track loaner vehicle utilization rate, at or above unadjusted 98%.

• Manage customer appointment, transportation, waiter, shuttle, loaner and rental needs. Oversee the parts department special order parts and the process for having ordered parts installed.

• Review all new service bulletins, recall information and parts availability for our service appointments.

• Oversee our Valet Service – pickup and delivery of customer’s vehicles, hire, train and coach Drivers.

• Point person on all software related to valet service

• Manage Appointment Coordinators, valet dispatcher and valets

Requirements

• 1+ years of related dealership experience

• Dealership software with a focus on ADP/CDK

• Demonstrated leadership skills

• Absolute passion about all things BMW

• Able to work in a “Four Seasons” style work environment

• Able to take initiative and work unsupervised