Automotive Training Service BDC Manager - Summary
The BDC manager customer service and multi-tasking master, responsible for leading a team in responding to internet leads and setting appointments to customers who are interested in Automotive Service.
Automotive Service, Strong Sales and Phone skills are required.
They will serve as the primary point of contact for the companies phone and call routing system.
ESSENTIAL DUTIES
- Apply BDC best practices and deliver upon department KPIs ensuring completion of daily tasks including daily inbound/outbound calls, emails, etc.
- Effective application of Vin Solutions, Xtime, Dealer Track, and other platforms necessary to complete BDC functions and provide a seamless customer experience.
- Input/maintain information captured during customer communication into appropriate platform.
- Manages BD Agents to
- create, record, and track appointments daily and confirm with customer and service advisors one day in advance using customers preferred form of communication.
- Handle incoming phone prospects and follow up with internet leads via phone and email until you establish contact
- Follow up on all service leads for which an appointment has not been set and convert them to appointment lead.
- Secure an appointment to get the customer into the dealership
- Ask customer questions using BDC script guide/training to uncover needs and directs calls appropriately
- Distribute and fairly allocate service appointment to advisors.
- Make aftersales appointments and relay messages promptly to service advisors
- Keep CRM updated with each interaction
- Effectively and politely handle customer objections.
- Provide reporting to dealership management
- Maintains a professional appearance for self and team.
- Reports to work on time every day as scheduled.
- Follow all company policies and procedures.
- Attends department meetings
Who are we looking for?
We are looking for a truly talented leader who can make a difference. This is your chance to build a department and your career. The ideal candidate is a high-volume, dealership BDC Manager with several years of experience. Strong phone skills and the ability to train word tracks is required. The ability to “TO” phone ups from BDC representatives is essential as you will be responsible for optimizing every opportunity. Traditional & email marketing, website liaison and marketing ROI reporting experience, a plus.
Work Location: In person, BDC Located in Cuyahoga Falls, Ohio