BDC SPECIALIST

Doral Automotive Group

Job Description

Position	BDC Specialist
Department	Sales
Reports To	BDC Manager

Position Summary
BDC Associates will be responsible for handling all Service internet Chats, Incoming appointment calls as well as confirming service appointments and performing follow-up for upcoming services

The Business Development Center (BDC) Associate is responsible for developing, processing, managing, following up and tracking all customers as it pertains to parts, service, and sales departments within the dealership.

Position Responsibilities

• Gather accurate customer information to create a database for continual follow-up and retention
• Build and maintain knowledge of product information, current sales pricing and dealership and manufacturer events and promotions
• Utilize computer & phone skills within our Internet department to increase appointments, sales, and customer retention
• Schedule solid appointments with customer call-ins, lists of sold and unsold floor traffic, previous customers, referrals, other generic leads and service and parts customers
• Agents must adhere to Doral Auto Group phone scripts
• Log all customer comments into Dealership’s CRM
• Schedule follow-up contact if no appointment is made in Dealership Management System
• Confirm scheduled appointments with future customers
• Post scheduled appointments on appointment board in the Business Development Center
• Re-schedule "no-show" customer appointments
• Follow-up with sales or service department to determine if the appointment was kept and what the outcome was
• Schedule future contact as needed
• Maintain and update customer changes in database
• Contact current customer base on current marketing incentives
• Complies with Company policies and procedures