Automotive Call Center Agent

Vehicle Acquisition Specialist (BDC)

The Vehicle Acquisition Specialist (BDC) plays a critical role in supporting dealership inventory growth by sourcing vehicles directly from customers through the "We'll Buy Your Car" program. This role serves as a foundational position within AutoNation's Business Development Center (BDC), designed for individuals looking to build a career in automotive sales, customer experience, and digital retailing.

Associates in this role are responsible for delivering a high-quality customer experience, managing inbound and outbound opportunities, and guiding customers through the vehicle-selling process from initial contact to dealership visit. Success in this role is driven by strong communication, responsiveness, and the ability to create trust with customers.

This position will heavily leverage AI-driven tools and automation to maximize efficiency, improve response times, and enhance the overall customer experience. Associates will be expected to work alongside AI solutions to manage conversations, prioritize leads, and streamline workflows.

Key Responsibilities

• Manage and respond to inbound leads from AutoNation platforms and third-party sources (phone, web, and digital channels)
• Proactively identify and engage private-party sellers through outbound efforts and AI-assisted tools
• Educate customers on the "We'll Buy Your Car" process and set clear expectations
• Schedule and confirm appraisal appointments at dealership locations
• Communicate consistently with customers via phone, text, and digital channels, leveraging AI where appropriate to increase efficiency and engagement
• Ensure timely follow-up, including meeting the "check within the hour" commitment
• Utilize AI-powered systems to prioritize leads, assist with customer communication, and improve productivity
• Accurately document all interactions and updates within internal systems (CRM/lead management tools)
• Partner with dealership teams to ensure smooth handoff and customer experience at the store level
• Identify opportunities to convert customers into trade-in or purchase scenarios and refer appropriately to sales teams

Performance Expectations (KPIs)

• Appointment set rate and show rate
• Lead response time (speed-to-lead)
• Customer engagement and contact rate
• Conversion rate from lead to appointment
• Effective utilization of AI tools to drive efficiency and productivity
• Adherence to communication standards and process compliance

Qualifications

• High School diploma or equivalent
• Extremely self-motivated
• Ability to set and achieve targeted goals
• Ability to drive an exceptional customer experience
• Demonstrated communication, prospecting, and interpersonal skills
• Organization and follow-up skills
• Experience and desire to work with technology
• Using sound judgment, research, and excellent interpersonal skills to make offers on vehicles
• Valid In-State Driver's License and an acceptable, safe driving record
• Can work at BDC Centralized location

Physical Requirements

• Ability to sit and stand for prolonged periods of time

The compensation for this position is hourly ($22/hour) with a monthly bonus incentive plan. The total target compensation for this role is between $4800-$6000 a month.

The typical schedule for this role is five (5) days per week, from 8:30AM - 5:30PM. This role requires the availability to work Saturdays.

Exciting Benefits and Perks Await You:

• Competitive compensation and 401k matching
• Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.
• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear
• Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers
• Join our DRV PNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide

AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.

AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.