Business Development​/Call center agent

Overview

An automotive BDC (Business Development Center) representative manages customer communications and generates leads by making outbound calls and responding to inbound inquiries, aiming to schedule appointments for the sales team. Key responsibilities include handling phone calls, emails, and online forms, updating customer records in the CRM, and collaborating with sales managers to track leads and ensure a positive customer experience. The BDC acts as a vital bridge between potential buyers and the dealership, allowing sales staff to focus on closing deals.

• Inbound Call Handling:
  Answer calls from potential customers, provide information on vehicles and promotions, and schedule appointments.
• Outbound Calling:
  Make calls to new and existing customers to generate leads, follow up on past inquiries, and encourage them to schedule service or sales appointments.
• Lead Nurturing:
  Follow up on leads generated from online sources, such as website forms, and provide information to nurture them toward a dealership visit.
• Appointment Setting:
  Schedule appointments for the sales or service department by booking and confirming customer visits.
• CRM Management:
  Maintain and update customer information and interaction records in the dealership's customer relationship management (CRM) system.
• Customer
  
  Experience:
  
  Serve as a point of contact for customer inquiries, resolve basic issues, and ensure customers have a positive experience with the dealership.
• Collaboration:
  
  Work closely with the sales and service departments to ensure a smooth handover of leads and maintain a strong sales pipeline.

• Strong Communication:
  Excellent verbal and written skills are crucial for engaging with customers via phone, email, and chat.
• Organizational
  
  Skills:
  
  The ability to manage multiple leads, tasks, and communication channels efficiently is essential.
• Computer Proficiency:
  Experience with CRM systems and other dealership software is necessary for tracking and managing leads and customer data.
• Customer Service Mindset: A positive attitude and commitment to providing an excellent customer experience are vital for building loyalty.