Larry H. Miller American Toyota BDC Manager

Asbury Automotive•Albuquerque, NM

5d•Onsite

About The Position

The BDC Manager serves as a liaison between the dealership and its customers to ensure high ranking on manufacturer surveys. Works with department managers to develop and administer customer relations program designed to build and retain a loyal customer base for both sales and service. Strives to contribute to the store’s efforts to deliver an exceptional guest experience to our guests by making it a top priority to help other team members who are serving out guests (e.g., by being highly responsive to those team members’ requests for information or assistance that will help them serve our guests). When interacting with guests, seeks to deliver exceptional guest experiences by going above-and-beyond. When not interacting with guests, gives priority to helping other team members deliver exceptional guest experiences. Serves as a role model/servant leader and ensures that the core values of the company are encompassed in behavior at all times. Recognizes and praises team members for exceptional performance and providing great guest expectations. When making a request or communicating a decision, explains the “why” behind it. Rarely shows strong negative emotions such as impatience, frustration, or anger. No task is beneath him/her; willing to perform routine tasks when needed. Is humble – whenever possible, gives credit to others instead of him/her self. When others make honest mistakes, doesn’t hold it against them and views it as a learning experience. Actively invites team members’ ideas, questions and concerns. Encourages team members to ask for help or support and genuinely welcomes the opportunity to assist. Attentive when others are speaking (e.g., good eye contact and no looking at his/her mobile device. Demonstrates professionalism (e.g., shows proper phone etiquette and avoids profanity and sarcasm). Avoids interrupting people; lets team members finish their thoughts. Encourages team members from different departments to collaborate in ways that enhance the guest experience. Treats all co-workers, customers, and vendors professionally and with respect.

Requirements

Must have a valid driver's license
Must be able to pass pre-employment screening (background & drug test)

Responsibilities

Discusses dealership customer satisfaction standings with the general manager and department managers, monitoring significant changes and determining possible contributing factors.
Works with salespeople to ensure that post-sale customer contacts are made within 48 hours of delivery and that updated files are kept on all customers.
Follows up with all sales and warranty customers within 48 hours to ensure customer satisfaction.
Maintains detailed customer contact information for all customers.
Assists in resolving customer complaints, and coordinates factory assistance when all dealership resources have been exhausted.
Conducts training for sales and service personnel on proper client handling, telephone etiquette, deliveries, and follow-up.
Assists in the delivery of new and used vehicles, ensuring that each customer is informed of his/her warranty details, maintenance schedule, and proper use of the vehicle’s features, particularly those related to safety. Explains the hours of operation and location of the service and parts departments.
Coordinates customer follow-up programs.
Schedules and confirms service appointments for any new customers experiencing mechanical problems. Follows up with all parties after repair has been completed.
Prepares monthly reports on the status of customer satisfaction in the dealership, including results of all factory-generated surveys.
Maintains a case history file of all customer complaints and problems, documented with customer’s name, type of vehicle, date of contact, nature of problem, personnel involved, and detailed description of resolution.
Reviews all post-sale service cases with the service manager once a month.
Maintains a file of the dealership’s customer satisfaction achievements.
Attends sales, service, and management meetings.
Notifies supervisor of any illegal activity.
Adheres to Company Policies and Procedures.
Maintains a clean and organized work area.
Maintains a professional appearance and adheres to the dealership dress code.
Attendance and Punctuality.

Benefits

Weekly pay
Paid holidays
Paid time off
Paid training
Stock Awards (select management and front-line team members eligible)
Insurance: medical, vision, dental, accident, critical illness and hospital indemnity plans
Up to 12 weeks paid pregnancy leave (disability leave)
Paid Parental Leave
Health savings
Flex spending accounts (tax-free)
Short-term and Long-term disability plans
Life Insurance (Whole Life and Term)
401k with company match
Pet Insurance
Digital career path tool to assist with career development
Continuous training through Asbury's Internal Learning Management System
Professional growth and development opportunities.
Technician Student loan relief resources
Employee assistance program
Employee discounts on parts and service repairs
Scholarship awards
Opportunities to join our community service initiatives, which includes paid volunteer hours
Employee referral program with bonus opportunities