BDC Customer Experience Specialist - Kearny Mesa Ford/Kia

Sunroad Automotive • San Diego, CA

2d

About The Position

The BDC Customer Experience Specialist is responsible for providing exceptional service to customers by responding to online inquiries, phone calls, and follow-up communication. This role plays a vital part in setting sales and service appointments, converting leads into showroom traffic, and ensuring a seamless, positive experience for every customer.

Requirements

• Minimum of 1 year of customer service experience.
• Excellent verbal and written communication skills.
• Proficient in basic computer skills, including typing, email, and data entry.
• Strong organizational skills with the ability to manage multiple tasks and follow up promptly.
• Ability to lift up to 15 pounds.
• Ability to perform all essential functions of the job description.

Nice To Haves

• 2 + years of experience in a BDC, dealership, or automotive customer service role.
• Familiarity with CRM systems such as VinSolutions, DealerSocket, Elead, or similar platforms.
• Experience handling high call volumes and multi-channel communication (phone, text, email, chat).
• Sales or appointment-setting experience in a fast-paced environment.
• Strong interpersonal skills with the ability to build rapport quickly over the phone.
• Comfortable learning new technology and working in a metrics-driven environment.

Responsibilities

• Respond promptly to all inbound leads via phone, email, chat, and text in a professional and courteous manner.
• Make outbound calls to follow up with unsold showroom traffic, internet leads, and existing customers.
• Schedule sales and service appointments efficiently, ensuring proper handoff to sales and service teams.
• Maintain detailed and accurate records of all customer interactions in the CRM system.
• Build rapport with customers to understand their needs and deliver a consistent, high-quality experience.
• Track and achieve individual and team performance goals (calls made, appointments set, show rates, etc.).
• Communicate effectively with sales managers and service advisors regarding customer needs and appointment updates.
• Assist with follow-up campaigns including lease renewals, equity mining, service reminders, and CSI outreach.
• Maintain up-to-date knowledge of dealership inventory, promotions, and customer incentives.
• Support dealership goals in sales volume, customer satisfaction (CSI), and retention.
• Maintain satisfactory attendance.
• Performs other related duties as assigned.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Employer Paid Life Insurance
• Employer Paid AD&D
• 401k (with Employer match)
• Vacation Package
• Tenure recognition and awards
• Vehicle Purchase Discount Program
• Vehicle Service Discount Program
• Golf Benefits at Maderas Golf Club (subject to qualification)

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed