BDC

Job Summary:
As a BDC Representative at Crown Motors, you will play a critical role in managing customer communications and setting appointments to drive business to the dealership. Your primary responsibilities include answering incoming calls, scheduling appraisal appointments, and following up on customer leads. This role requires strong communication skills, attention to detail, and the ability to handle multiple customer inquiries efficiently and professionally.

Key Responsibilities:

• Inbound and Outbound Call Management:

  • Answer inbound calls promptly and courteously, assisting customers with sales-related inquiries and appointment scheduling.
  • Make outbound calls to follow up on appraisal reminders, missed appointments, and marketing campaigns, actively promoting dealership services.
  • Route calls to the appropriate department when necessary and ensure seamless communication between the customer and the dealership.

• Appraisal  Scheduling:

  • Schedule appraisal appointments based on customer needs, sales availability and  ensuring an efficient workflow.
  • Confirm appointments via phone, email, or text to reduce no-shows and maximize customer engagement.
  • Accurately document appointment details and customer information in the dealership’s CRM system.

• Lead Management and Follow-Up:

  • Engage with customers from digital inquiries, web leads, and social media channels, providing prompt responses and scheduling appointments as needed.
  • Follow up on all leads and inquiries to maintain a high contact rate and convert leads into appointments.
  • Track and record all lead interactions in the CRM, ensuring accuracy and consistent communication history.

• Customer Service:

  • Provide customers with information about dealership services, promotions, and maintenance packages.
  • Address and resolve minor customer concerns, escalating more complex issues to the appropriate team member.
  • Ensure a positive customer experience through professional and friendly communication.

• Data Entry and Reporting:

  • Accurately input customer and appointment details into the CRM, maintaining up-to-date records and organized customer profiles.
  • Generate daily and weekly reports on appointment volume, lead conversions, and other key performance metrics.
  • Monitor customer feedback and report common concerns to management for quality improvement.

• Administrative Support:

  • Send out appraisal appointment reminders and follow-up communications through multiple channels (phone, email, text).
  • Assist with marketing initiatives by promoting service specials and dealership events to customers.
  • Provide general support for the service department as needed, including clerical tasks such as filing, scanning, or printing documents.

Qualifications:

• High school diploma or equivalent; additional training in customer service or business development is a plus.
• Previous experience in a BDC, call center, or customer service role, ideally in the automotive industry.
• Excellent communication and interpersonal skills with a professional phone manner.
• Strong organizational skills and attention to detail.
• Proficiency with CRM or dealership management software.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A positive attitude, strong work ethic, and a commitment to delivering outstanding customer service.

Physical Requirements:

• Ability to sit, use a computer, and talk on the phone for extended periods.
• Occasional light lifting or moving of office supplies (up to 10 pounds).

Working Conditions:
This is an office-based role within the dealership’s Business Development Center. Typical hours align with business operating hours, though some evening or weekend shifts may be required based on appointment volume and customer needs.

Compensation:
This position offers an hourly wage with potential performance bonuses, as well as benefits including health insurance, paid time off, and employee discounts.