• Excellent Customer Service Skills
• Good Written and Communication Skills
• Highly Organized, with the Ability to Multitask
• Reynolds and Reynolds/Eleads Experience a plus

What We Offer

5-day work week, an outstanding pay plan, excellent management support, advancement potential and true work/life balance.

• Medical, Dental, Vision, Life, Disability insurance options
• 401K Plan
• Vacation and Sick time
• Growth Opportunities
• Paid Training
• Discounts on products and services

POSITION SUMMARY The BDC Agent is responsible for processing all phone and internet leads and maintaining minimum month production standards as detailed below.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Operates a multi-line phone system and computer
• Answers incoming calls in a prompt, polite, professional manner, addressing the customer by the name given to the operator. Answers the customer’s questions while being professional, knowledgeable and friendly throughout the call
• Confirms the customers’ information put in the CRM by the operator and asks for the e-mail address they respond to, adding it to the CRM account.
• Responds to internet leads assigned to them within 15 minutes, answering the customers questions, providing pricing and selection. Responds to overnight internet leads in the CRM promptly
• Helps to ensure that the BDC/phones are not left unattended
• Inform the customer about the current Route 24 Auto Group promotions.
• Asks every customer for the sale and then the appointment during any call
• Adds detailed notes to customers CRM accounts for each correspondence including, but not limited to, stock numbers, price or lease quotes along with all e-mails back and forth.
• Meet and greet customers in a friendly professional manner, introducing them to the salesperson selected by a manager.
• Helps to ensure that all BDC appointments are confirmed by 10am each day and customers who are more than a ½ hour late are called as well as a next day call if there is a no show.
• Ensures that all hang tags are given to management for all appointments so that the car of choice may be staged for the customer
• Makes a minimum of 50 outbound follow up calls per day, in addition to follow up e-mails
• Uses VAuto to search for used cars when taking a used car call
• 100% Utilization of CLICK to CALL for all Outbound Calls
• Utilization of ELead Texting tool when applicable
• Completes all required Phone Ninja Training and maintains certification

REQUIREMENTS:

• Maintain all forms of contact with customer consistently throughout process
• Attends all Company meetings as required by the position
• Completes all required Phone Ninja Training and maintains certification
• Maintains professional appearance and demeanor at all times, including work areas
• Strives to meet department and individual goals
• Knowledgeable about product, inventory, current incentives or promotions
• Supports other agents in the department when necessary
• Maintain a good working relationship with the Sales Department at all times
• Is present at the BDC work station, logged in and ready to work at or before the scheduled shift.
• Maintains a connected outbound call benchmark of 30% or greater
• Maintains minimum sold benchmark of at or above 10% Internet Sale Ratio and 20% Phone Sale Ratio of leads taken by individual agent

EDUCATION / SKILLS EXPERIENCE

• Bachelor’s Degree or comparable experience
• Must have excellent communication skills including the ability to effectively communicate in person, over the phone and in writing as well as strong interpersonal and customer services skills

COMPUTER SKILLS:

• Must be proficient in Microsoft Office Suite including Word, Excel, PowerPoint, and Outlook

CERTIFICATE/ LICENSE: N/A

PHYSICAL DEMANDS:

SEDENTARY (requires lifting 10 lbs., carrying small objects) X

SUPERVISOR: BDC Manager/Director

POSTIONS SUPERVISED: None

Rev_06-2022

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this job description 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, technological developments, etc.).