Business Development Center Representative

Parks Toyota of Deland•Deland, FL

4d•Onsite

About The Position

The BDC Representative is responsible for managing incoming and outgoing customer communications, responding to internet leads, scheduling appointments, following up with prospective customers, and assisting the sales department in creating new sales opportunities. This position is often the customer's first point of contact with the dealership. The BDC Representative is expected to provide professional, friendly, and timely communication while helping customers take the next step in their vehicle-shopping experience. The goal of the BDC Representative is to engage customers, build relationships, schedule qualified appointments, and support the dealership's overall sales objectives.

Requirements

Previous BDC or no BDC experience, customer service, call center, or automotive experience is a plus
Bilingual candidates are strongly encouraged to apply
Excellent verbal and written communication skills
Comfortable communicating with customers over the phone, through text messages, and by email
Friendly, professional, and outgoing personality
Strong customer service skills
Ability to build rapport quickly with customers
Ability to handle customer objections professionally
Self-motivated with a strong desire to succeed
Persistent and comfortable completing consistent customer follow-up
Strong organizational and time-management skills
Ability to multitask in a fast-paced environment
Dependable with a strong work ethic and professional attitude
Comfortable working independently as well as part of a team
Basic computer skills and the ability to learn dealership CRM and communication systems
Ability to learn Microsoft Office and other dealership software
Must be willing to follow dealership policies and established BDC processes
Must be willing to submit to a pre-employment drug screening

Nice To Haves

Automotive or BDC experience is a plus
Bilingual candidates who can assist a wider range of customers throughout their vehicle-shopping journey
Dependable, organized, self-motivated, sales-driven, and comfortable communicating with customers by phone, text, and email

Responsibilities

Respond promptly and professionally to incoming internet, phone, text, and email leads
Make outbound calls, texts, and emails to prospective and existing customers
Schedule appointments for customers to visit the dealership
Confirm upcoming appointments and follow up with customers who miss scheduled appointments
Maintain consistent follow-up with customers who are actively shopping for a vehicle
Answer customer questions regarding vehicle availability, dealership services, hours, and general information
Gather customer information and identify their vehicle needs and interests
Communicate customer needs and appointment details clearly to the appropriate sales team members
Maintain accurate and detailed customer records in the dealership's CRM system
Complete assigned follow-up tasks and maintain proper CRM activity
Follow established dealership processes for lead management and customer communication
Build rapport with customers and provide an outstanding customer experience
Handle customer questions and objections professionally and confidently
Assist in re-engaging previous customers and unsold prospects
Work closely with Sales Managers and Sales Consultants to maximize appointment opportunities
Meet or exceed established goals for calls, customer contacts, appointments, appointment shows, and other BDC performance standards
Maintain a professional and positive attitude during all customer interactions
Report to management regarding lead activity, appointments, customer concerns, and overall performance