Who We Are:
♿️ 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. 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:
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Team Leadership & Remote Management
- Onboard, train and develop BDC team members with a focus on empathy, productivity, 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.
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Video Demo Appointment Scheduling
- Develop and execute a video demo appointment strategy that allows customers to experience conversions remotely via video.
- Train BDC Representatives to confidently pitch, schedule, and confirm live video demos of accessible vehicles.
- Work with VP of Sales and BDC team members to ensure accurate reporting of video demos 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 other satisfaction scores.
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Performance & KPI Management
- Define, track, and report on individual and team KPIs daily, weekly, and monthly through the 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 as needed.
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Script Management & Quality Assurance
- Develop and maintain inbound, outbound, video demo scheduling, and objection-handling scripts.
- Review a minimum of 5 recorded calls per BDC team member 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.
- Update scripts quarterly and follow any product line changes, new conversion launches, or current marketing promotions.
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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.
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Customer Experience
- Ensure all BDC team members are trained in disability etiquette, person-first language, and sensitivity best practices.
- Develop resource guides for advisors covering common mobility conditions, WAV product categories, and funding sources.
- Establish escalation procedures for complex customer needs, ensuring timely handoffs to Mobility Specialists.
- Champion the Freedom Motors mission in every team interaction and customer touchpoint.
What you’ll need:
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Currently working in a role as a SALES BDC Supervisor or Manager with 3+ years of experience in an automotive BDC, call center, or inside sales environment.
- Ability to attend on-site training in Battle Creek, Michigan upon hire lasting approximately 1 - 2 weeks as well as attend ongoing training on-site as needed.
- Demonstrated ability to lead and motivate a fully remote team to consistent KPI attainment.
- Expert level knowledge of CRM platforms and ability to adapt quickly to new technologies.
- 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 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 also highly preferred.
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.
Flexible work from home options available.
