Customer Service Manager (Sales BDC)

Job Description

Job Description

Beaver Chevrolet of Jacksonville is seeking a highly motivated, organized, and experienced Customer Service Manager to lead and oversee our Sales BDC team. As the strategic leader of our Sales BDC, you will be responsible for managing representatives, designing effective processes, and ensuring the delivery of a “Wow-Ya!” experience to every sales prospect. This position is ideal for an individual who excels at motivating teams, analyzing data to drive results, and is passionate about building high-performing sales-driven environments.

Responsibilities :

• Lead, manage, and coach the Sales BDC Representatives to achieve appointment, contact, and sales goals
• Oversee all inbound sales calls and internet sales inquiries to ensure prompt, professional, and effective responses
• Develop and implement scripts, call guides, and follow-up processes to maximize lead conversion and appointment show rates
• Monitor performance metrics, prepare reports, and present actionable recommendations to optimize sales pipeline results
• Conduct regular training sessions and one-on-one performance reviews to continually improve team skills and effectiveness
• Coordinate closely with the sales management team to ensure seamless handoffs from BDC to showroom and a consistent customer experience
• Review CRM data entry and follow-up activity for accuracy and timeliness; ensure all leads, appointments, and customer interactions are properly documented
• Handle escalated customer interactions and difficult situations with professionalism and a focus on resolution
• Analyze marketing campaign effectiveness and collaborate on new strategies to generate qualified showroom and internet traffic
• Ensure all interactions with customers exemplify the highest standards of customer service and reflect the Beaver Chevrolet brand

Qualifications :

Who We Are :

At Beaver, our mission is to provide a healthy, positive work environment allowing us to attract the best people in our market, creating a team unified in working to gain and to satisfy all customers. We are extremely proud of our commitment to the community and our staff, and are seeking a hard working and eager individual excited to serve alongside us.

What We Offer :

We are an equal opportunity employer and prohibit discrimination / harassment without regard to 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.