Sales BDC Representative

Description

SUMMARY

This position is directly responsible for answering all leads via incoming and outgoing phone calls, email, text, and live chat; providing information and answering questions to produce appointments for the sales department.  The Sales Business Development Center (BDC) Representative must be a friendly, articulate, enthusiastic, loyal, and self-motivated team player with outstanding communication skills, an excellent work ethic, and a positive, empathetic attitude.

ESSENTIAL DUTIES

Essential Duties include the following:

• Communicates effectively with Internet customers and prospects, according to their preferred method of communication, whether by phone, by email, or in-person, and documents conversations in our Customer Relationship Management (CRM) software.
• Strive to meet sales goals assigned by management in shown appointments, sales, inbound and outbound calls.
• Monitor daily, weekly, monthly, and annual goals assigned by management and ensure department is on track with goals set, using various reports and tacking tools to ensure goals are met.
• Manage leads, respond to inquiries, and answer questions based on dealership expectations.
• Schedule appointments and test drives with interested buyers.
• Make outbound calls daily for the purpose of scheduling appointments and gaining new business.
• Maintain an ongoing customer database to capture repeat business.
• Understand lead types from different vendors and respond based on their guidelines.
• Administer the use of the CRM and ensure all customer communication is documented through the CRM.
• Monitor chat and virtual retailing to ensure customers receive responses in a timely manner.
• Work with the sales managers to review the virtual retailing platform’s active and dropped leads, contact customers who dropped off to re-engage them in the sales process.
• Administer and monitor customer chat to ensure customers are responded to immediately, rescuing the conversation and maintaining a high percentage converted to sales leads.
• Make contact with walk-in customers who left without making a purchase, to determine what is needed to build a relationship with them and earn their business.
• Maintain Customer Satisfaction Index (CSI) scores to be at or above company standards.
• Complete credit applications, including the required identity and Red Flags Rule verifications.
• Quote prices within guidelines set by sales managers.
• Keep abreast of all dealership products, services, and promotions; maintain certifications.
• Know and understand the federal, state, and local laws that govern retail automobile sales.
• Perform all other duties as assigned by management.

Qualifications

• Ability to work independently and be self-motivated.
• Outstanding verbal and written communication skills.
• A desire to work in a commission, performance-based environment.
• Great attitude with high-energy personality.
• Excellent customer service skills.
• Professional appearance and work ethic.
• Must be Internet savvy, have good computer skills and excellent organizational skills.
• Valid driver’s license with an acceptable driving record.

PHYSICAL DEMANDS

The physical demands described below are necessary for an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands:  While performing the duties of this job, the employee is frequently required to sit, stand, and walk; use hands to type; use telephone, and to talk and hear.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision and ability to adjust focus.
• Mental Demands:  Continuous alertness to ensure accuracy; performance of basic numerical calculations including decimals; reading, writing, comprehend and analyzing; use of sound and mature judgement, reasoning, and patience; work on several tasks simultaneously and be well-organized in a fast-paced environment.  Frequent use of problem-solving, negotiating, and cross selling of products and services.
• Work Environment: The noise level in the work environment is usually moderate.  Works near moving mechanical parts and standard office equipment.  Occasional exposure to common chemicals within office and possible exposure to chemicals found in vehicles.  Safety training is provided.
• Work Hours:  This position is scheduled Monday-Friday during normal business hours.  A schedule will be provided.

Salary : $19