BDC Customer Experience Specialist - Toyota Chula Vista

Sunroad Auto•Chula Vista, CA

17h•Onsite

About The Position

BDC Customer Experience Specialist - Toyota Chula Vista Non-ExemptJob Summary: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. Essential Functions: 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.

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.