Overall Summary
Dealership Support Staff
Education
High School
Experience
Less than 1 year
Additional Information
Business Development Center (BDC) Representative Location: 10 Dealership locations throughout the Rochester and Canandaigua area Reports To: BDC Manager/Director
Job Overview:
We are seeking a motivated and customer-focused Business Development Center (BDC) Representative to join our dynamic automotive team. The ideal candidate will be responsible for managing internet leads, contacting potential and existing customers, and scheduling appointments for the service team. The BDC Representative will play a vital role in driving customer engagement, improving lead conversion, and enhancing the overall customer experience.
Key Responsibilities:
Manage Internet Leads:
Respond promptly to inbound internet leads via email, chat, phone, or other channels.
Qualify and gather detailed information from prospective customers to determine their needs and interests.
Ensure timely and professional follow-up with all internet inquiries to maintain engagement.
Customer Outreach:
Contact new and existing customers via phone and email to provide information on products, services, promotions, and upcoming service events.
Actively follow up on unresponsive leads and engage them to schedule appointments or drive future service opportunities.
Utilize CRM tools to track lead progress, document customer interactions, and update customer profiles accordingly.
Appointment Scheduling:
Schedule appointments for customers to meet with service representatives or service departments, ensuring appointments are booked efficiently and accurately.
Confirm appointments with customers to reduce no-show rates and optimize dealership productivity.
Collaborate with the service teams to ensure appointments align with customer expectations and dealership availability.
Customer Relationship Management:
Build and maintain strong relationships with customers to foster brand loyalty and repeat business.
Address customer inquiries and resolve concerns professionally and promptly, escalating issues to management when necessary.
Maintain a high level of customer satisfaction by providing excellent service and follow-through.
Lead Follow-Up and Reporting:
Monitor and report on lead status, conversion rates, and appointment outcomes to the BDC Manager/Director.
Provide insights on customer feedback and trends to help improve dealership processes and marketing efforts.
Participate in regular team meetings to review performance metrics and strategize on ways to improve lead generation and conversion.
Qualifications:
Previous experience in a customer service, business development, or related role, preferably within the automotive industry.
Strong communication and organizational skills.
Proficiency with CRM software and Microsoft Office.
Ability to multitask and prioritize in a fast-paced environment.
A team player with a customer-first mindset.