Customer Service Representative/BDC Agent

SUMMARY Responds to internet and phone customer inquiries. Ensures the dealership actualizes its maximum ROI on internet/phone leads. ESSENTIAL DUTIES • Communicates effectively with internet customers and prospects according to their preferred method of communication, whether by phone, by e-mail, or in person. • Schedules appointments and sales of a reasonable level in comparison to other BDRs • Maintain an average of 80 outbound calls per day • Follows up and responds to internet leads immediately • Delivers messages intended for other departments promptly • Maintain customer database and follow-up through current Customer Resource Management tool • Entry data into all required tools • Possesses thorough knowledge of all electronic tools and lead sources • Stays up to date on all dealership products and services • Stays up to date on knowledge of the federal, state, and local laws governing retail automobile sales • Has thorough knowledge of new products, features, accessories, and their benefits to customers • Directs customers to product information resources, including those available on the Internet. • Establishes personal sales goals that are consistent with dealership standards of productivity and devises a strategy to meet those goals. • Attends product and sales training as requested by Business Develop Manager • Maintains a professional appearance • Other duties may be assigned To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. EDUCATION and/or EXPERIENCE • High School Diploma • Two plus years related experience and/or training; or a combination of education and experience. COMMUNICATION SKILLS • Ability to read, write and comprehend simple instructions, short correspondence, reports and memos • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public MATHEMATICAL SKILLS • Ability to add, subtract, multiply, using whole numbers and decimals. • Ability to calculate figures and amounts such as discounts, interest, tax, etc. REASONING ABILITY • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form • Ability to deal with problems involving several concrete variables in standardized situations • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form CERTIFICATES, LICENSES, REGISTRATIONS • Valid state driver's license PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. • Walking, sitting, standing, and stooping to perform essential job functions • Sitting to perform routine administrative tasks, using fine motor skills, to type using a keyboard, and operating basic office equipment, such as a telephone, scanner/copy machine, and calculator. WORK ENVIRONMENT The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. NOTE: This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with this job. While this list is intended to be an accurate reflection of the current job, Modern reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed. This document does not represent a contract of employment.BGH

Created: 2024-10-22