The basic job duties for this position are as follows:
Monday, Friday, Saturday work schedule 9am - 7 pm
BDC function
- Answer incoming phone calls and aid the guest, whether it is for sales or another department
- Engage with each guest, with the goal of securing an appointment, giving them the attention and information they desire, in the manner in which they prefer to communicate. (phone, text, chat, email, mail, social media, etc.)
- Contact Customers using templates and word tracks to schedule appointments for Sales
- Reschedule no-show Customer appointments.
- Contact Customers using templates and word tracks to schedule appointments for Sales
- Reschedule no-show Customer appointments.
- Schedule future contact as needed.
- Add guest to CRM, along with any information provide
- Making sure the BDC is never left unattended during business hours.
- Coordinate with necessary departments when an appointment is scheduled.
- Continuously view BDC dashboard for appointment opportunities and confirmations
- Ask Team Lead or BDC Manager to step in on BDC communication when needed to help secure
- a great guest experience and outcome.
- Daily follow up verification
- Adhere to the BDC leads assigned CA follow - which is responding within 10 minutes from receiving the lead.
- Provide information to the guest that they seek, including video walk around.
- Follow Up calls from previous day of no buy
- Follow up calls on people who have bought
- Follow up calls from previous week of “be backs"
- Create a business within a business by reaching out to all sold and unsold guest, seeking to check in on them. This is a way to create a strong and ongoing relationship with each person, ultimately growing "your" business. Thank you notes, bday cards, car anniversary's texts, etc.
The Sales Experience
- Act as sales concierge for both guest and other client advisors.
- Maintain a great guest experience.
- Responsible for the engagement to each sale, partnering with the Team Lead throughout.
Finance focus
- Follow the F&I process
- Complete the sales traction, including all contracts
- Get needed stips and signatures on all items
- Make sure Business Processors are getting your support as needed to finalize your deals
- Responsible for collecting, documenting, and turning in all down payments
Daily Maintenance, Training, and Other
- Lot maintenance
- Showroom maintenance
- Walk the lot daily
- Attends training assigned
- Aids in the training of new team members
- Request specific trainings based on your needs
- Stocking the guest lounge and help in keeping the amenities area clean
- Exemplify the Nelson Hospitality standards
- Any task or project assigned by GM or Team lead
Resources, Processes and Tools
Be fluent in the following resources, processes and tools. This is not a comprehensive list, but a great foundation:
- Text
- Chat
- Phone system
- VAuto
- Blackbook
- Nelson websites
- Dealerbible
- Dealertrack
- CarFax
- Company Email account
- Guest feedback channels (social media, surveys, etc.)
- Nelson BDC process
- NPI and Rocks
- Hospitality