BDC Administrator

Lithia & Driveway•Midland, TX

About The Position

The Service BDC Administrator leads customer relations process management at assigned dealership locations. The role observes, installs, and trains approved customer relations processes to help ensure the customer's perspective comes first, and develops accountable continuous-improvement plans through observations and meetings with the GSM/LSMS Coordinator. The position gathers accurate customer information for ongoing follow-up and retention, maintains knowledge of product information, sales pricing, and dealership and manufacturer events and promotions, and uses computer and phone skills to increase appointments, sales, and customer retention. The administrator follows up with customers about their experiences, helps resolve concerns, escalates major issues to the LSMS Coordinator or General Manager for review, and sets appointments with customers and leads from a variety of sources. Other duties may be assigned. The employer requires a high school graduate or equivalent and applicants to be at least 18 years old. It is a drug-free workplace and is committed to equal employment opportunity. Reasonable accommodations may be made to enable individuals to perform the essential functions.

Requirements

High school graduate or equivalent.
At least 18 years old.
Strong attention to detail.
Sense of urgency.
Excellent communication skills.
Ability to type efficiently.
Ability to use mathematics to solve problems.
Basic computer skills.

Responsibilities

Lead customer relations process management at assigned store(s), observing, installing, and training approved customer relations processes.
Develop accountable, continuous-improvement plans for assigned store(s) through observations and meetings with the GSM/LSMS Coordinator.
Gather accurate customer information to build a database for continued follow-up and retention.
Maintain knowledge of product information, current sales pricing, and dealership and manufacturer events and promotions.
Use computer skills in the internet department to increase appointments, sales, and customer retention.
Follow up with customers by phone about their experience and resolve issues or concerns; refer major issues to the LSMS Coordinator or General Manager for further review.
Set appointments by phone with daily customer call-ins and leads from sold and unsold floor traffic, previous customers, referrals, conquests, other generic leads, and service and parts customers.
Perform other duties as assigned.