Automotive BDC Associate - CMA’s Toyota of Martinsburg

We are seeking a motivated and customer-focused Automotive BDC (Business Development Center) Associate to join our team at CMA’s Toyota of Martinsburg. In this role, you will be responsible for handling inbound and outbound customer communications, scheduling appointments, and following up on leads to drive sales and service opportunities. The ideal candidate is a strong communicator, detail-oriented, and thrives in a fast-paced environment.

Key Responsibilities:

• Respond to inbound customer inquiries via phone, email, and text regarding vehicle ales, service appointments, and general dealership information.
• Make outbound follow-up calls to potential and existing customers to generate leads and schedule appointments.
• Maintain a high level of product knowledge to answer customer questions about vehicles, features, and promotions.
• Log all customer interactions into the CRM system, ensuring accurate and up-to-date records.
• Work with the sales and service teams to coordinate appointments and ensure excellent customer experience.
• Follow up with customers after visits to ensure satisfaction and encourage repeat business.
• Meet or exceed performance goals for call volume, appointments set, and customer engagement.

Benefits

• Employee Stock Ownership Plan (ESOP)
• Competitive insurance benefits including medical, dental, vision, employer paid life insurance, short-term disability, long-term disability, and employee assistance program
• 401k plan with company matching
• Paid Time Off and Holiday pay
• Associate discounts on vehicle purchases, parts, and service
• Paid maternity leave after one year of employment
• Closed on Sunday

Education and/or Experience

• 1-2 years previous experience in customer service, hospitality, retail sales, or automotive BDC role is preferred.
• High school diploma or general education degree (GED); and one-year related experience and/or training; or equivalent combination of education and experience.
• Strong verbal and written communication skills.
• Ability to multitask and stay organized in a high-volume environment.
• Proficiency in using CRM software, Microsoft Office, and other dealership tools.
• A positive attitude and a strong commitment to customer satisfaction.
• Bilingual (English/Spanish) is a plus.

Language Skills

• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization.
• Strong interpersonal and communication skills to engage with customers effectively.

Physical Demands

• Sitting for periods while handling contracts, completing paperwork, or working on a computer.
• Standing for extended periods while assisting customers or participating in sales events.

Work Environment

• Working in a bright, clean, and professional showroom where vehicles are displayed.
• Schedule can vary based on dealership hours and sales events. Schedule often includes evenings, weekends, and holidays, as these are peak times for car shopping.
• Typical dealership sounds include conversations, phones ringing, and occasional vehicle noise from test drives or nearby service departments.