The Business Development Center Representative (BDCR) is responsible and accountable for producing committed scheduled appointments between customers and employees to achieve departmental gross profit and performance standards through dedicated specialized telephone activity enhancing C.S.I. and sales volumes.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
High School degree or GED equivalent. Prior BDC/CRM role is preferred, however, not required. Onboarding/training is available for the position. Must possess strong organizational skills, excellent customer relations skills, and team-building skills. Must possess a strong ability to multi-task and prioritize workload.
Ability to effectively and clearly write communications such as email messages, memos, and letters.
Math & Reasoning Ability:
Ability to apply mathematical concepts ordinarily included in budgetary spreadsheets. Ability to define problems, collect data, establish facts, and draw valid conclusions.
To perform this job successfully, an individual should have intermediate computer experience with proficiency in Microsoft Office suite; CRM systems and reporting; and the ability to learn new software programs as needed. Must be keyboard proficient and type a minimum of 40 wpm.
Does not manage individuals.
The work environment characteristics described here 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 the essential functions. While performing the duties of this job, the employee mainly works indoors. Must be visible to the showroom to communicate frequently with co-workers.
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 the essential functions. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand, walk, sit, use hands, stoop, kneel, crouch, and occasionally crawl.
DUTIES AND RESPONSIBILITIES
The BDCR is accountable for performing the duties and responsibilities described below. The list, however, is not necessarily an exhaustive description of the duties and responsibilities associated with the position. The BDCR also performs other duties and responsibilities as needed.
Maintaining our Customer Relationship Management (CRM) database and client databases
Keeping abreast of current incentives, specials, promotions, and product knowledge daily
Verifying that all inbound calls for the department have been input into the CRM system
Verifying that all duplicate internet leads have received an email, text and phone call response
Contacting all manufacturer leads and their duplicates a relevant e-mail pertaining to their request, meeting the manufacturer guidelines
Meeting all computer software CRM/ILM certification requirements
Adhering to the National and State DoNotCall and DoNotEmail policies and procedures
Complete daily work plan including the following: inbound sales calls, internet leads, unsold showroom traffic follow-up calls, customer satisfaction calls, lease renewals, manifest lists, chat requests, etc.
Maintaining a 30% or higher outbound contact ratio for outbound follow up phone calls
Maintain a 50% outbound follow up contact ratio for internet leads
Meet department productivity standards: 10-15 outbound calls per hour with 1-2 appointments set per hour.
Meet department appointment set (50%), show (50%) standards
Setting 5 appointments per day
Confirm all scheduled appointments and strive to achieve 50% live contact
Meet average internet lead response time of < 15 minutes per day
Utilize telephone scripts and templates to communicate with customers
Completing all CRM certification (training provided)
Complete regular manufacturer certification (training provided)