**Please read the entire description, to be considered for this position**
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JOB TITLE: Business Development Agent
DEPARTMENT/DIVISION: Aspire Solutions
EXEMPT STATUS: Non-Exempt
REPORTS TO: Manager, Aspire Solutions
JOB SUMMARY: The mission of the Business Development Agent (BDA) is to utilize the tools available to maximize every opportunity to generate enough shows per month, while maintaining a positive customer relationship. The BDA focuses on increasing the sales traffic into the dealership by communicating effectively by telephone or email with customers or potential customers, managing both inbound and outbound sales calls to sales leads that have come into the department from various sources. The BDA primary goal is to set appointments for each location.
MOST CRITICAL OUTCOME: KEY PERFORMANCE DRIVERS: - 212 Dials/Day
- 8 Sets/Day
- 70% Show Rate
KEY RESPONSIBILITIES: | |
- Answer customer internet inquiries by email, text, and phone based on the current marketing incentives.
- Maintaining a prospect and owner follow-up system that encourages repeat and referral business and contributes to customer satisfaction.
- Follow up with existing and potential customers to generate leads, close sales, and service.
- Schedule sales appointments and reschedule no show customers.
- Master all training materials provided by the dealership, including scripts and word tracks.
- Follow the scripts and guidelines on all inbound and outbound calls.
- Use dealership word tracks at the appropriate stages of all sales calls.
- Respond to all customer inquiries promptly and effectively.
- Maintain schedule and log in CRM systems, as assigned.
- Work diligently towards individual goals and targets while maintaining an attitude of unity and teamwork with coworkers.
- Follow-up with sales departments to determine if appointments were kept and the outcome of the visit; schedule future contact is needed.
- Update dealership CRM system with notes in lead management software, and information regarding all verbal communication with customers.
- Study dealership's used vehicle inventory on a weekly basis to enhance ability to assist customers.
- Learn pertinent dealership processes to help assist customers better.
- Comply with customer handling guidelines and sales promotion directives, according to department policy.
- Communication any potential escalating customer issues or problems to Solution Center Manager.
- Perform all periodic outbound campaigns as directed by Solution Center management staff.
- Develop proficiency in usage of all dealership CRM software and programs.
- Ensure that all information entered into the CRM system is complete, consistent, and accurate.
- Consistently maintain daily, weekly, and monthly assigned goals and objectives.
- Consistently meet assigned daily objectives of set appointments, shows, and outbound calls.
- Maintaining the essential communication link between customers, sales staff, and dealership.
- Strive to build sustainable relationships with customers through extra effort, empathy, action, and excellent follow-up.
- Maintain strict confidentiality and protect the personal information of dealership customers in compliance with the Federal Trade Commission Safeguard Rule, implementing the provisions of the Gramm-Leach-Bliley Act as they pertain to automobile dealerships.
- Maintain a professional code of conduct and always demonstrate ethical behavior.
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Note: This description is not an exhaustive list of all role responsibilities | |
QUALIFICATIONS:
- High School/GED. Required.
- One (1) year of sales or call center experience. Preferred.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Ability to communicate persuasively with customers to set appointments.
- Excellent computer & typing skills.
- Strong negotiation skill
- Ability to build rapport with clients with excellent written and interpersonal communication skills.
INTERPERSONAL SKILLS:
Position engages in high interactions with other staff and customers.
PHYSICAL REQUIREMENTS:
Usage of a desktop computer (typing) and telephone.
WORKING CONDITIONS:
Inside facility throughout the workday; may require sitting and talking for long periods.
