Internet Sales Specialist

PURPOSE OF JOB:

This non-supervisory position is responsible for responding to inquiries from sales prospects through various sources, such as e-mail, internet, and telephone, and for executing communications with customers by following pre-set guides and scripts to coordinate dealership appointments. Ensures that Business Development Center (BDC) goals, such as sales goals, outbound contacts, and other business metrics are achieved or exceeded each month.

JOB DUTIES:

1. Core Responsibilities

• Promptly and professionally process customer inquiries generated from various sources (e.g. the internet, e-mails, incoming phone calls, etc.) with the intent to schedule dealership appointments by date and time.

• Follow the requirements of the Romain Selling Process to schedule appointments. When setting the appointment, verify the customer's name and telephone numbers (home, work, and cell) and the vehicle(s) of interest. Enter the appointment into the designated software system(s).

• Respond to all generated leads within ten minutes of receipt of the lead message.


• Maintain company expected standards for average time spent on phone calls. There are multiple lines that need to be answered and the time per call needs to be actively managed to keep phone conversations to a minimum.

• Utilize the company's Customer Relationship Management (CRM) software to manage, control, and update customer information, complete to-do's, insert notes, set appointment reminders, etc.

• In conjunction with the Business Development Center Manager and the Sales Managers, develop and implement an internet strategy to maintain a minimum 13% closing ratio per month from internet, e-mail, and telephone leads.

• Organize and record performance data (leads, tasks, appointments, sales, notes, etc.); document all notifications.

• Conduct business in an honest, professional manner that is consistent with United Company's values, philosophies, and mission statement.

• Prepare monthly and annual forecasts and formulate plans to achieve forecasted results.

• Attend and participate in regularly scheduled sales and company meetings.

• Assist Sales Management with inventory maintenance and displays.

• Maintain work areas in a clean, neat, safe, and orderly fashion.

• Attend specialized training meetings as required by management and/or the manufacturers.

• Support company rules, policies, procedures, and initiatives.

• Generate and execute on business plans and goals at least annually.

2. General

• Ensure prompt and regular attendance.

• Perform other appropriate duties as may be assigned by Management.

• Travel as business needs may require.

3. Quality & Continuous Improvement

• Personally commit to quality in all aspects of work.

• Provide "World Class Customer Service" for internal and external customers.

• Participate in and promote the established Quality Improvement Process (QIP) for continuous improvement.

• Participate on teams to research, measure, and correct problems and to strive for process improvement.

• Communicate and exemplify the Company's Mission Statement, Vision Statement, Values, and Philosophy.

• Attend at least ten (10) credit hours of training each calendar year to continue development of work-related skills.

Requirements

QUALIFICATIONS:

1. Education:

• High school diploma/equivalent is minimally required.

• Some college is preferred.

2. Experience:

• Prior retail sales and customer service experience is preferred.

• Prior automotive dealership sales or Business Development Center experience is helpful, but not required.

3. Other Knowledge, Skills, Abilities & Competencies:

• Demonstrate an outgoing personality with a courteous and professional presence.

• Possess exceptional verbal, written, and active listening communications skills.

• Possess exceptional customer service skills, including follow-up skills.

• Be self-motivated and have a personal drive to achieve and exceed stated sales metrics and departmental goals.

• Strong computer skills, including proficiency with databases, internet communications, and with Microsoft Office applications, including Outlook, Word, and Excel.

• Strong attention to detail skills.

• Ability to multitask in a fast-paced business environment and adjust to competing priorities.

• Demonstrate strong teamwork to assist the company as needed.

• Possess basic math skills.

• Ability to maintain confidentiality.

• Strong interpersonal abilities to deal effectively with customers and business contacts at all levels.

• Ability to effectively work independently, and follow processes, without constant supervision.

• Maintain a professional, well-groomed personal appearance.

• Possess a working knowledge of basic office equipment, such as printers, copiers, faxes, and scanners.

• Must possess and continually maintain a valid driver's license with an acceptable driving record.

This does not necessarily list all responsibilities, duties, requirements or efforts associated with the job. While this list is intended to be an accurate reflection of the job, the company reserves the right to review and modify as circumstances or business needs require.