Vehicle Acquisition Coordinator

Position Overview

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.

Responsibilities

Lead Management

• 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

Service Drive Outreach

• 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

Appointment Setting

• 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

Objection Handling

• 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

Qualifications

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

Compensation

• Competitive hourly base pay
• Per-appointment spiff
• Monthly performance bonus
• Growth path into sales or BDC leadership