Sales BDC Representative

BDC SALES REP. Job Description Job Title: Business Development Center Representative Department: Sales Reports To: BDC Director SUMMARY The Business Development Center Representative answers all incoming calls to the dealership profit centers. ESSENTIAL DUTIES Essential Duties include the following. Other duties may be assigned. Oversee and train BDC staff on a daily basis to obtain optimum performance. Each BDC representative should be held responsible for 100 phone calls per day. Outgoing and incoming phone calls need to be monitored by listening to what is being said and making sure that the scripts are being used 100% of the time by the BDC representatives. Sales BDC should be focused on bringing in supplemental business to the dealership. Customers that have not been in contact with over a 5 day period or previous customer that have purchased already need to be contacted to keep customer retention at its highest. Auto alert is a data mining tool that the Sales BDC should be using to contact our service customers. These customers will be in a desirable position to trade or add another vehicle. BDC Sales should have 10 to 12 sales appointments per day. Service BDC needs to schedule 20 appointments a day during the week and 50+ appointments each for Saturday the breakfast day. BDC must report to the desk at 10,12,2,4,6 and 7 on progress of the day. BDC Service must also assist in the follow up of after service calls. CSI calls must be completed by both BDC Sales and Service. Any issues must be brought up to either the Sales Manager or the Service Manager so it can be resolved as soon as possible. Understanding how Customer Viewpoint scores work and maintain a score higher than group average in both Sales and Service is a must. Downloads and follows up on all dealership manifest and opportunities lists. Answers all inbound profit center calls – sales, service, parts and body shop. Makes outbound prospecting calls inviting prospects to the dealership. Makes 100 phone calls per day. Make CSI follow-up calls. Contacts all no-shows to reschedule missed appointments. Advises customers on special-order parts status, appointment reminders, and recall campaigns. Works on service drive contacting customers for test drive opportunities. Immediately report to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees, or customers. Comply with all company policies as required. i.e.: Meal and rest period policy, timekeeping, etc. Please refer to the Employee Handbook for further detail. Complete all required HR training modules in KPA. Complete all required certification courses respective to position. Maintain a valid driver’s license and immediately inform management of any changes in its status. Maintain a professional appearance. i.e.: a high level of personal grooming, hygiene, and uniform appearance. See Employee Handbook for more detail. MARGINAL DUTIES Marginal Duties include the following. Other duties may be assigned. Participates in community activities with product knowledge and informational sessions. SUPERVISORY RESPONSIBILITIES QUALIFICATIONS A successful Business Development Center Manager needs the product knowledge, professionalism and empathy that customers look for today. Communication is extremely important in a sales department as it contributes to team-building with all dealership departments. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE A high school diploma or equivalent; and or 12 months of sales experience in a dealership. LANGUAGE SKILLS Bilingual is a Plus. MATHEMATICAL SKILLS CERTIFICATES, LICENSES, REGISTRATIONS PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. NOTE: This is not an exhaustive list of responsibilities, skills, duties, efforts or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, work load, rush jobs, or technology developments). #J-18808-Ljbffr