BDC Representative

BDC Specialist Job Description

Reports to: BDC Manager

Position Information: The BDC Specialist position is responsible for engaging with customers who have submitted requests over the Internet as well as answering inbound sales calls. The primary responsibility is to continue the communications process as outlined by the dealership and to engage customers when possible, involve salespeople and managers as necessary and if able, assist the customer and then schedule appointments if salespeople are not available.

Duties and Responsibilities:

• Respond to Internet leads and Telephone inquiries via email, phone and text per dealership process guidelines

This task will include the following: Utilizing dealership communication techniques to freehand emails and/or utilize approved templates to communicate with customers
Utilizing dealership call outlines and scripts to communicate with customers by phone
Re-engaging salespeople to assist with responsive customers
Scheduling and confirming appointments with customers

• Update CRM or Lead management tool with pertinent information about customer interaction

This task will include the following: Data input along with complete notes describing the interactions

• Provide detailed customer request information to sales and service staff when an appointment is scheduled

This task will include the following: Creating appointments for sales and service staff with complete contact results information to facilitate smooth transition
Communicating with assigned salesperson or service writer by phone, in-person or email information about the customer wants prior to the appointment

• Gather post appointment data from sales / service team and update in Lead Management Tool if complete notes are not entered

This task will include the following: Interview salesperson or service writer on reasons whether the customer purchased requested vehicle or services or not and to assist with follow-up to purchase vehicle or services in the future
Re-contact prospects that do not keep appointments and reschedule

• Implement Email campaigns at the direction of Dealership Department Managers

This task will include the following: Create campaign templates under the direction of the Dealership Department managers and Email to target customers
Create telephone scripts under the direction of the Dealership Department managers and call out to target customers

• Study Products and Services to enhance your ability to assist customers

This task will include the following: Study product information and complete manufacturer certification tests
Study used vehicles weekly to learn about new inventory
Study dealership processes (finance, appraisals, etc.) and learn effective ways to communicate these processes to customers
Study service and parts offerings and learn effective ways to suggest options to customers

• Other customer handling and marketing functions as identified by your supervisor
• General Considerations: The primary tasks involved in this role include communicating by telephone and by email. It is expected to be successful in this position you will likely be making between 50 - 75 outbound phone calls each day

Studying and learning about the products, services and processes utilized at our dealership is key to effectively servicing our clients. You will be expected to learn this information and be able to communicate it with confidence.

• Spanish Speaking Preferred

Note: This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, work load, rush jobs, or technological development

Job Type: Full-time

Pay: From $14.00 per hour

Benefits:

• 401(k) matching
• Employee discount

Schedule:

• 8 hour shift

Work Location: One location

Salary : $14 - $-1