Responsive recruiter

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.

Compensation: $75,000.00 per year

︎ Who We Are:

Redefining mobility since 1987, family-owned & operated Freedom Motors USA is a leading nationwide manufacturer and retailer of wheelchair-accessible vehicles headquartered in Battle Creek, MI.

Freedom Motors

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