Internet Lead Response Specialist

The Motorcycle Sales & Internet Lead Response Specialist is responsible for managing and responding to all online customer inquiries related to motorcycle sales. This role serves as the first point of contact for internet leads, ensuring rapid, professional communication that builds customer excitement and converts digital inquiries into in-store appointments and sales opportunities.

The specialist works closely with the sales team to ensure leads are properly qualified, tracked, and followed up with in a timely manner. As well as working on the sales floor when needed and on Saturdays.

• Monitor and respond to all incoming internet leads from dealership website, manufacturer sites, third-party marketplaces, and social media platforms.
• Respond to leads promptly (typically within 5–15 minutes during business hours).
• Qualify customer interest, motorcycle preferences, budget, and timeline.

• Contact customers via phone, text, and email to answer questions and build rapport.
• Provide product information on motorcycles, promotions, financing options, and inventory availability.
• Maintain professional, enthusiastic communication that reflects the dealership brand.

• Convert internet inquiries into confirmed dealership appointments.
• Coordinate appointments with the appropriate sales team members.
• Send confirmations and reminders to maximize show rates.

• Log all communication and lead activity in the dealership CRM system.
• Maintain accurate records of customer interactions and follow-up schedules.
• Ensure no lead goes unanswered or unworked.
• Execute structured follow-up campaigns for unsold leads.
• Re-engage past prospects through email, text, and phone outreach.
• Track customer engagement and adjust communication accordingly.

• Communicate customer expectations and information to the sales staff before appointments.
• Assist the sales team in maintaining strong digital customer relationships.
• Provide feedback to management on lead trends and customer interests.

Success in this role is typically measured by:

• Lead response time
• Appointment set rate
• Appointment show rate
• CRM compliance and activity tracking

• Strong communication skills (phone, email, text)
• Customer service or sales experience preferred
• Comfortable working with CRM systems and digital lead platforms
• Ability to multitask and manage high lead volumes
• Professional phone presence and follow-up discipline
• Passion for motorcycles and powersports is a plus

• Dealership BDC or internet sales experience
• Knowledge of motorcycle models, features, and riding culture
• Experience with dealer CRMs (Vin Solutions, Dealer Socket, Elead, etc.)
• Interaction with both digital and in-store customers