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Mills Auto Group

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Lincoln of Memphis Business Development Coordinator (BDC)

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Summary

Service Business Development Coordinator at a Lincoln dealership, acting as the voice of the dealership by managing inbound customer inquiries via phone, email, text, and chat; scheduling service appointments using Xtime and Dealerware software to optimize technician stall time; and conducting outbound retention campaigns to follow up on declined services and overdue maintenance. Requires strong c

Role Overview

We are seeking a high-energy, organized, and communication-focused Service Business Development Coordinator to join our team. As the primary point of contact for our customers before they reach the service drive, you are the "voice of the dealership." Your mission is to maximize shop productivity by managing inbound inquiries, executing outbound retention campaigns, and ensuring every customer receives a seamless, professional scheduling experience.

Key Responsibilities

  • Communications Management: Act as the central hub for all incoming service inquiries via phone, email, text, and web chat.

  • Strategic Scheduling: Utilize shop management software (e.g., Xtime, Dealerware) to book appointments that optimize technician "stall time" and flow.

  • Customer Retention: Conduct outbound "warm calls" to follow up on declined services, overdue maintenance, and manufacturer recalls to keep our clients' vehicles safe and reliable.

  • Lead Conversion: Transform digital leads and general inquiries into confirmed showroom or service drive arrivals through persistent and polite follow-up.

  • Data Integrity: Maintain an accurate and clean customer database, ensuring all contact information and vehicle history are up to date.

  • Service Liaison: Provide basic status updates to customers and coordinate with Service Advisors to ensure a "no-surprise" hand-off when the customer arrives.

Qualifications & Skills

  • Exceptional Communication: A professional phone presence and the ability to write clear, concise emails and texts.

  • Multi-Tasking Mastery: Ability to navigate multiple software screens and phone lines simultaneously in a fast-paced environment.

  • Resilience & Persistence: A positive "inner drive" to meet outbound call volume targets and handle customer objections with grace.

  • Technical Proficiency: Comfortable learning dealership CRM and DMS systems; prior experience with automotive scheduling software is a significant plus.

  • Detail Oriented: Precision in data entry to ensure Service Advisors and Technicians have the correct information before the vehicle arrives.

Benefits

  • Comprehensive Benefits: Including health, dental, vision, and 401(k) options.

Why Join Us?

The BDC is the heartbeat of our service operation. Unlike a traditional call center, you are an integral part of the local team, working directly with management to ensure the dealership’s long-term growth and customer loyalty.

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