Customer Care Center Manager (BDC Manager)
Why Work With Us?
We’re not just selling cars—we’re building a legacy. The Yoder Family of Companies has served the Northern Colorado community with integrity and purpose since 1908. Today, we operate state-of-the-art dealerships offering best-in-class sales, service, and financing, all backed by a team of professionals driven by strong family values, faith, and a commitment to excellence.
Proudly named one of Northern Colorado’s Best Places to Work, we offer more than a job—we offer a purpose-filled career.
What would you do?
We’re looking for a passionate, driven Customer Care Center (CCC) Manager to lead our in-house BDC team. If you love creating exceptional customer experiences, coaching people to their full potential, and using data to drive results—this role is for you.
You’ll oversee all CCC operations, manage a team of customer care reps, and ensure leads are handled effectively to drive appointment setting, conversion, and long-term satisfaction.
You’ll also be responsible for building a culture that reflects who we are: fast-paced, people-centered, and rooted in accountability and care.
What are the total Rewards?
- CULTURE!
- Compensation is Salary Exempt plus bonus; $70k- $95k DOE .
- Competitive vacation time, sick time, paid holidays.
- Company owned Early Childhood Education Center with deeply discounted rates, profit sharing, and 401(k).
- Health, dental, vision, pet insurance, and employer-paid life insurance.
What will you be responsible for
Team Leadership:- Create a positive and motivating environment, fostering team collaboration.
- Monitor daily operations and workflow to ensure smooth, efficient functioning.
- Develop and implement comprehensive training programs for Customer Care representatives.
- Provide ongoing coaching and development opportunities to improve skills and performance.
- Set performance expectations and track KPIs, including appointment setting rates, show rates, and lead conversion.
- Hold team members accountable to meet or exceed targets and implement corrective actions when necessary.
- Streamline lead management processes using CRM tools and automation to maximize efficiency.
- Implement and improve scripts and customer engagement strategies.
- Collaborate with sales and service departments to ensure seamless communication and lead handoff.
- Ensure that the Customer Care team delivers a personalized and customer-centric experience.
- Monitor follow-up processes and ensure leads are nurtured through multiple channels (phone, text, email).
- Analyze customer feedback and data to optimize engagement strategies.
- Leverage CRM and AI tools to optimize lead tracking, follow-ups, and reporting.
- Utilize data analytics to identify opportunities for improvement and track overall CCC performance.
- Monitor call quality through recordings and feedback loops to maintain high standards.
- Report on team performance and KPIs to the Marketing Director.
- Collaborate with marketing, sales, and service teams to align goals and ensure CCC contributes to business growth.
- Assist with other duties as assigned.
Do you have the necessary education and experience?
- Bachelors in communications, marketing, business related field is required.
- 3+ years running a business development or call center required.
- Automotive dealership experience in service or sales strongly preferred.