Vehicle Acquisition Coordinator

Crossroads Automotive Group•Fuquay-Varina, NC

6d•Onsite

About The Position

The Acquisition Coordinator manages all inbound KBB Instant Cash Offer leads via phone and outreach, and proactively solicits existing service customers about their vehicle's value. This position operates entirely from the BDC — the objective is to generate booked appraisal appointments and maintain consistent follow-up communication through a structured multi-channel cadence. All in-store appraisals and purchase decisions are handled by the used car management team once the customer arrives.

Requirements

BDC, call center, or high-volume phone background preferred
Strong written communication skills for text and email outreach
Disciplined with CRM documentation — every contact must be logged
Comfortable managing a large daily contact queue independently

Nice To Haves

Automotive experience a plus but not required
Familiarity with KBB, trade-in conversations, or vehicle values a plus

Responsibilities

Contact all inbound KBB ICO leads by phone, text, and email on the day they are received
Attempt two to three phone calls on the first day of contact
Follow a structured outreach cadence for the first seven days, then transition to scheduled email follow-up through 120 days
Log every contact attempt in the CRM with detailed notes on customer intent, vehicle plans, and any competing offers received
Accurately disposition all leads and maintain an organized pipeline of active, pending, and future follow-up customers
Each morning, identify service customers with active KBB ICO offers and reach out via the dealership's text messaging platform
Cross-reference service appointments against the CRM to verify customer information before outreach
Notify a salesperson or manager immediately when a service customer expresses interest in an appraisal
Set up CRM opportunity records for all interested service customers including vehicle and campaign information
Convert inbound and outbound conversations into scheduled in-store appraisal appointments
Record all appointments in the CRM and the team's shared appointment tracker
Confirm upcoming appointments in advance and ensure customers understand what to expect
Re-engage no-shows and cancellations promptly to reschedule
Communicate clearly that the KBB ICO is an estimate and must be validated in person to become a finalized offer
Handle common objections including low offer perception, competing offers from Carvana or other dealers, and private sale intentions
Position the dealership's appraisal process as competitive and convenient without quoting or negotiating specific numbers
Use sound judgment to qualify customers and close profiles appropriately when a customer is genuinely not in market