Automotive BDC Manager - Remote Opportunity!

About Freedom Motors USA ♿️ Redefining ♿︎ mobility since 1987 Leading manufacturer and retailer of wheelchair-accessible vehicles Nationwide, family-owned & operated, headquartered in Battle Creek, MI The BDC Manager is a remote leadership role responsible for building, coaching, and managing a team of BDC members who handle inbound and outbound communication for Freedom Motors USA. This role drives appointment-set rates for virtual video demos, ensuring every customer receives a compassionate, knowledgeable, and consultative experience. Responsible for team KPI attainment, script adherence, CRM discipline, video demo scheduling strategy, and the continuous development of the team. What you'll do:

• Team Leadership & Remote Management
• Recruit, onboard, and develop BDC Mobility Advisors with a focus on empathy, product expertise, and communication excellence.
• Lead daily virtual stand-ups, weekly one-on-one coaching sessions, and monthly performance reviews via video conference.
• Monitor real-time call queues, live chat, and CRM pipelines to ensure service level compliance throughout all hours of operation.
• Manage remote scheduling, PTO, and shift coverage to maintain consistent availability across all contact channels.
• Video Demo Appointment Scheduling
• Develop and execute a video demo appointment strategy that allows customers to experience WAV conversions remotely via SnapCell, Zoom, Facetime or Teams.
• Train BDC Mobility Advisors to confidently pitch, schedule, and confirm live video walkthroughs of accessible vehicles.
• Work with VP of Sales and Sales Assistant to ensure accurate reporting of sales and sales activities.
• Manage video demo calendar capacity, ensuring adequate specialist and videographer coverage for all scheduled demonstrations.
• Track video demo show set rates, video demo kept conversion rates, and customer satisfaction scores separately from in-store KPIs.
• Performance & KPI Management
• Define, track, and report on individual and team KPIs daily, weekly, and monthly through Freedom Motors’ CRM and reporting dashboards.
• Analyze performance data to identify trends, coaching opportunities, and process improvements.
• Implement performance improvement plans for underperforming team members in partnership with HR.
• Present KPI scorecards and strategic insights to senior leadership in recurring review meetings.
• Script Management & Quality Assurance
• Develop and maintain WAV-specific inbound, outbound, video demo scheduling, and objection-handling scripts.
• Review a minimum of 5 recorded calls per BDC Mobility Advisor weekly to ensure script compliance and compassionate communication.
• Score all interactions using a Freedom Motors QA rubric that weighs both performance metrics and empathy indicators.
• o Update scripts quarterly and follow any product line changes, new conversion launches, or current marketing promotions.
• CRM & Technology Oversight
• Ensure 100% CRM log compliance for every customer touchpoint, including call notes, video demo scheduling activity, and follow-up sequences.
• Configure BDC workflows, lead routing, and task automation within the CRM platform.
• Customer Experience

What you’ll need:

• 3+ years of experience in an automotive BDC environment with at least 1 year in a supervisory or management role.
• Demonstrated ability to lead and motivate a fully remote team to consistent KPI attainment.
• Proficiency with automotive or mobility-focused CRM platforms (e.g., VinSolutions, DealerSocket, or equivalent).
• Exceptional communication skills with a warm, patient, and consultative style suited for medically sensitive customer conversations.
• Experience scheduling and managing virtual appointments or video-based demos/consultations.
• Reliable high-speed internet and a professional, distraction-free remote workspace.
• Experience in automotive, adaptive equipment, home health, medical device, or disability services sales is highly preferred.
• Familiarity with wheelchair-accessible vehicle conversions is a significant advantage.
• Experience with virtual demo delivery via Zoom, Teams, or FaceTime in a sales or customer experience context.

Compensation: $75,000 + bonus opportunities Hours: M - F 9:00am - 6:00pm This job description is meant to provide an overview of the duties and responsibilities of this position. It is not intended to be an all inclusive listing. This is a remote position. Apply tot his job Apply To this Job