Business Development Center (BDC) Representative – Sales & Service

Nielsen Automotive Group • Dover, NJ

6d • Onsite

About The Position

The Business Development Center (BDC) Representative serves as an important first point of contact for customers interested in Nielsen Chevrolet’s vehicles and services. This position responds to incoming inquiries, conducts professional follow-up, schedules appointments, and maintains accurate customer records in the dealership’s customer relationship management system. Automotive experience is helpful but not required. Candidates with customer-service, call-center, hospitality, appointment-setting, or other transferable experience are encouraged to apply.

Requirements

• Customer-service, call-center, appointment-setting, hospitality, or sales experience is preferred.
• Automotive dealership or BDC experience is a plus but not required.
• Strong telephone, email, and text-message communication skills.
• Professional, courteous, and confident communication style.
• Ability to manage a high volume of leads and customer contacts.
• Strong organizational skills and ability to manage multiple follow-up tasks.
• Ability to learn CRM, lead-management, telephone, and appointment-scheduling systems.
• Basic proficiency with computers, email, and electronic recordkeeping.
• Ability to enter complete and accurate customer-contact notes.
• Ability to work effectively with sales, service, and management employees.
• Dependable attendance and ability to report to work as scheduled.
• Comfort working in a quality-assurance environment where business calls and digital communications may be monitored or recorded in accordance with law and Company policy.
• Bilingual communication skills are a plus when relevant to the dealership’s customer base.

Responsibilities

• Respond promptly and professionally to incoming telephone calls, emails, text messages, and internet leads.
• Conduct approved outbound follow-up with prospective and existing customers.
• Provide accurate information about dealership availability, appointments, promotions, and next steps.
• Schedule, confirm, and reschedule sales and service appointments.
• Follow up with customers who miss scheduled appointments.
• Maintain continued contact with prospective customers according to the dealership’s approved follow-up process.
• Accurately document customer communications, preferences, appointments, consent status, and follow-up activity in the CRM.
• Use Company-approved CRM, telephone, texting, email, and lead-management systems.
• Honor customer contact preferences, opt-out requests, and do-not-call instructions.
• Follow approved scripts, recording notices, consent requirements, and calling and texting procedures.
• Never make misleading statements or guarantees concerning vehicle availability, pricing, financing, incentives, payments, trade values, or appointment outcomes.
• Coordinate with sales, service, internet, and management employees to ensure a smooth customer handoff.
• Follow up after appointments to assess customer satisfaction and identify unresolved concerns.
• Escalate customer complaints, sensitive questions, and unresolved issues to the appropriate manager.
• Protect customer contact information, lead information, and other confidential data.
• Use only Company-approved devices and systems for customer communications.
• Participate in paid job training, coaching, call reviews, and performance-development activities.
• Perform other related duties as assigned.

Benefits

• Medical, dental, and vision insurance beginning on the first day of the month following completion of 90 days of employment, subject to plan terms.
• Company-offered life insurance, subject to plan eligibility.
• 401(k) retirement plan, subject to plan eligibility.
• Paid vacation after the applicable service requirement.
• Paid sick leave in accordance with applicable law and Company policy.
• Employee discounts on eligible vehicle purchases and services.
• Strayer University education benefits with online and in-person options, subject to eligibility and program terms.
• Paid job training and professional-development opportunities.
• A professional and team-oriented work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed