Senior Service Lead

About inFocus Solutions

inFocus Solutions is a fast-growing remote business development and customer experience company supporting automotive dealerships across the United States. Our teams specialize in customer communication, appointment setting, lead management, and operational support for both Sales and Service departments.

We are committed to building a high-performing, collaborative, and people-focused remote culture where employees are supported with ongoing training, clear expectations, growth opportunities, and strong operational structure.

At inFocus Solutions, we value accountability, communication, adaptability, teamwork, and continuous improvement. As we continue scaling, we are focused on creating long-term career opportunities while delivering exceptional service and results for our dealership partners nationwide.

About the Role

InFocus Solutions is looking for an experienced Senior Service Lead to help lead our remote Automotive Service BDC operation. This is a hands-on leadership role for someone who understands automotive Service BDC operations, enjoys developing other leaders and agents, and knows how to keep a large remote team organized, productive, and accountable.

As the Senior Service Lead, you will oversee all Service Team Coordinators and the broader Service BDR division. You will be responsible for division-level appointment performance, call quality, queue management, coaching consistency, and daily operational execution. You will work closely with the BDC Floor Manager and Head of BDC Operations to ensure Service teams are meeting expectations and dealership needs are being handled effectively.

What You’ll Do

• Oversee daily operations and performance across the Service BDC division
• Lead, coach, and support Service Team Coordinators
• Conduct structured weekly 1:1 meetings with Team Coordinators
• Review coaching activity and ensure BDRs are receiving consistent development
• Monitor Service appointment-booking performance
• Monitor inbound queue performance and abandonment rates
• Review call-quality performance and identify coaching opportunities
• Monitor BDR connected talk-time and productivity
• Help Team Coordinators address attendance, performance, or workflow issues
• Handle higher-level dealership and operational escalations
• Support Service campaign execution and workflow improvements
• Ensure consistent processes across all Service pods
• Partner with leadership on staffing, scheduling, and performance management
• Provide clear communication and accountability across the Service division

The Service Lead incentive structure focuses on division appointment booking, call quality and inbound queue SLAs, and BDR productivity/coaching execution.

What We’re Looking For

Prior automotive BDC or dealership Service experience is strongly preferred.

We are especially interested in candidates with experience as a:

• Service BDC Representative
• Senior Service BDR
• BDC Team Lead
• Service BDC Manager
• BDC Trainer
• Automotive Service Coordinator
• Automotive Contact Center Supervisor

The ideal candidate:

• Understands automotive Service appointment scheduling and BDC workflows
• Has experience coaching and developing employees
• Can lead other frontline supervisors or coordinators
• Understands call-quality expectations and queue management
• Is comfortable reviewing KPIs and performance data
• Has dealership CRM experience
• Can handle escalations calmly and professionally
• Is organized and consistent with follow-up
• Communicates clearly with both employees and leadership
• Takes ownership of problems and works proactively to resolve them
• Thrives in a remote and metrics-driven environment

What Success Looks Like

Success means:

• Service appointment-booking goals are consistently met
• Call-quality scores remain strong
• Inbound queues are managed effectively
• BDR productivity expectations are consistently reinforced
• Team Coordinators complete regular coaching and follow-up
• Operational issues are identified and addressed early
• Service BDRs receive consistent leadership and support
• Dealership concerns are handled promptly and professionally
• Leadership has strong visibility into Service performance

What We Offer

• Fully remote work environment
• Paid training and ongoing coaching
• Monthly performance bonus opportunity
• Health, Dental, and Vision insurance
• 401(k) program
• Opportunity for continued growth within InFocus Solutions