What are the responsibilities and job description for the BDC Phone Coordinator-KIA position at Langdale Kia?
Reports to the Sales Manager
Qualifications
Education
High school diploma or the equivalent.
Licenses
Driver's License
Other
Ability to read and comprehend instructions and information.
Professional personal appearance.
Excellent communication skills.
Ability to meet company's production and quality standards.
Physical Requirements
Surroundings
spend time indoors in air-conditioned areas.
Sitting
on a regular basis
Standing
not usually
Walking
on a regular basis
Bending, twisting and/or stooping
infrequently
on a regular basis
Kneeling and/or Squatting
infrequently
Lifting
infrequently
Reaching and/or lifting overhead
infrequently
Climbing
infrequently
Repetitive hand/finger movement
on a regular basis
Grasping/grabbing with hands
infrequently
Pushing and Pulling
infrequently
Expectations
General Expectations
Devote himself/herself to insuring satisfaction to customers.
Determine management, production and quality requirements by asking questions and listening.
Attend company meetings as required.
Maintain a follow-up system that encourages follow through with assigned projects.
Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
Understand the terminology of the business and keep abreast of technology changes in products and services.
Know and understand the federal, state and local requirements which govern the company’s business.
Follow lawful directions from supervisors.
Understand and follow work rules and procedures.
Participate in performance management.
Interact well with others and be a positive influence on employee morale.
Uphold the company’s non-disclosure and confidentiality policies and agreements.
Work evening, weekend and holiday work hours as required.
Job-Specific Expectations
Be directly responsible for setting solid appointments, volume and customer satisfaction standards, as set at the sole discretion of the dealership.
Coordinate with the Internet Sales Manager to set and meet appointment sales quotas.
Be polite and friendly and greet customers promptly. Consistently follow the outlined sales process.
Determine each customer’s vehicle needs by asking questions and listening.
Verify that customers are qualified for their wants, needs, and ability to buy.
Maintain current knowledge and familiarity with new products, features, accessories, etc., and their benefits to customers.Maintain an owner follow-up system that encourages repeat and referral business and contributes to customer satisfaction.
Understand the terminology of the automobile business and keep abreast of technology changes in the product.
Utilize the delivery of any new or used vehicle to create an event that will facilitate customer loyalty to the dealership.Understand equity and values, and be able to explain depreciation to customer.
Occasionally conduct telephone transactions courteously and promptly.
Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty.
Attend sales meetings occasionally.
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 Dealership 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, technological developments, etc...).
