BDC Administrator

Lithia & Driveway•Santa Monica, CA

6d•Onsite

About The Position

The BDC Administrator will lead customer relations process management at assigned store(s) by observing, installing, and training approved CR processes to ensure the customer's perspective comes first. This role involves developing accountable, continuous improvement plans for assigned store(s) through observations and meetings with the GSM/LSMS Coordinator to keep team members focused on customers. The administrator will gather accurate customer information to create a database for follow-up and retention, build and maintain knowledge of product information, sales pricing, and dealership/manufacturer events and promotions. They will utilize computer and phone skills within the internet department to increase appointments, sales, and customer retention, follow up with customers regarding their experience, resolve issues, and escalate major concerns. Additionally, the BDC Administrator will use phone skills to set appointments with various customer leads.

Requirements

Strong attention to detail
Sense of urgency
Excellent communication
Typing – ability to type efficiently
Mathematics – using mathematics to solve problems.
Basic computer skills
High School graduate or equivalent, 18 years or older required.

Responsibilities

Lead customer relations process management at assigned store(s) by observing, installing, and training approved CR processes.
Develop accountable, continuous improvement plans for assigned store(s).
Gather accurate customer information to create a database for continual follow-up and retention.
Build and maintain knowledge of product information, current sales pricing, and dealership and manufacturer events and promotions.
Utilize computer skills within our internet department to increase appointments, sales, and customer retention.
Utilize phone skills to follow up with customers about their experience, resolve any issues or concerns, and send any major issues to the LSMS Coordinator or General Manager for further review.
Utilize phone skills to set solid appointments with daily customer call-ins, lists of sold and unsold floor traffic, previous customers, referrals, conquests, other generic leads and service and parts customers.
Other duties as assigned.