Automotive Sales BDC Manager

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Recruit, onboard, and nurture members of the BDC team.

• Conduct daily virtual stand-up meetings, weekly individual coaching sessions, and monthly performance assessments.

• Supervise real-time call queues, live chat interactions, and CRM pipelines.

• Oversee remote scheduling, paid time off (PTO), and shift coverage.

• Create and implement strategies for video demo appointments.

• Train BDC Mobility Advisors in pitching, scheduling, and confirming live video walkthroughs.

• Collaborate with the VP of Sales and Sales Assistant on sales metrics reporting.

• Manage capacity for the video demo calendar and coordinate specialist/videographer coverage.

• Monitor video demo appointment metrics, conversion rates, and customer satisfaction levels.

• Define, track, and report on individual and team key performance indicators (KPIs).

• Analyze performance data and apply process enhancements.

• Implement performance improvement plans in conjunction with HR.

• Present KPI scorecards and strategic insights to senior management.

• Develop and maintain scripts for sales and appointment scheduling.

• Review a minimum of five recorded calls for each BDC team member weekly.

• Evaluate interactions using the company's quality assurance rubric.

• Update scripts quarterly to align with product, conversion, and marketing modifications.

• Ensure comprehensive CRM logging for every customer interaction.

• Configure CRM workflows, lead routing, and task automation.

• Educate team members on disability etiquette, person-first language, and best practices for sensitivity.

• Create guides for mobility and funding resources.

• Establish procedures for escalating complex customer needs.

• Advocate for the company's mission in both team and customer interactions.

⛳️ Requirements

• Currently serving as a Sales BDC Supervisor or Manager.

• Minimum of 3 years of experience in an automotive BDC, call center, or inside sales setting.

• Proven ability to lead and inspire a fully remote team towards consistent KPI achievement.

• Proficient in automotive or mobility-focused CRM systems.

• Outstanding communication skills with a warm, patient, and consultative approach for medically sensitive discussions.

• Experience in scheduling and managing virtual appointments or video-based demonstrations/consultations.

• Reliable access to high-speed internet.

• Professional and distraction-free remote work environment.

• Preferred experience in adaptive equipment, home health, medical device, or disability services sales.

• Familiarity with wheelchair-accessible vehicle conversions is a significant asset.

• Prior experience delivering virtual demonstrations via Zoom, Teams, or FaceTime in a sales or customer experience capacity is highly preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive remote work culture.