Colonial Volkswagen of Medford
Location
Medford, MA | United States
Job description
At Colonial Volkswagen of Medford we strive to make every customer a customer for life. Happy employees make happy customers, and we reward individuals who are ready to work hard and stay motivated. Every employee at Colonial Volkswagen of Medford is absolutely critical to our success. Our promise is to keep delivering the same award winning service and value that our community has come to expect from us through the years.
POSITION SUMMARY The BDC Agent is responsible for processing all phone and internet leads and maintaining minimum month production standards as detailed below.
PRINCIPAL DUTIES AND RESPONSIBILITIES
- Operates a multi-line phone system and computer
- Answers incoming calls in a prompt, polite, professional manner, addressing the customer by the name given to the operator. Answers the customer’s questions while being professional, knowledgeable and friendly throughout the call
- Confirms the customers’ information put in the CRM by the operator and asks for the e-mail address they respond to, adding it to the CRM account.
- Responds to internet leads assigned to them within 15 minutes, answering the customers questions, providing pricing and selection. Responds to overnight internet leads in the CRM promptly
- Helps to ensure that the BDC/phones are not left unattended
- Inform the customer about the current promotions.
- Asks every customer for the sale and then the appointment during every call
- Adds detailed notes to customers CRM accounts for each correspondence including, but not limited to, stock numbers, price or lease quotes along with all e-mails back and forth.
- Meet and greet customers in a friendly professional manner, introducing them to the salesperson selected by a manager.
- Helps to ensure that all BDC appointments are confirmed by 10am each day and customers who are more than a ½ hour late are called as well as a next day call if there is a no show.
- Makes a minimum of 50 outbound follow up calls per day, in addition to follow up e-mails
REQUIREMENTS:
- Maintain all forms of contact with customer consistently throughout process
- Attends all Company meetings as required by the position
- Maintains professional appearance and demeanor at all times, including work areas
- Strives to meet department and individual goals
- Knowledgeable about product, inventory, current incentives or promotions
- Supports other agents in the department when necessary
- Maintain a good working relationship with the Sales Department at all times
- Is present at the BDC work station, logged in and ready to work at or before the scheduled shift.
- Maintains a connected outbound call benchmark of 30% or greater
- Maintains minimum sold benchmark of at or above 10% Internet Sale Ratio and 20% Phone Sale Ratio of leads taken by individual agent
EDUCATION / SKILLS EXPERIENCE
* Must have excellent communication skills including the ability to effectively communicate in person, over the phone and in writing as well as strong interpersonal and customer services skills
COMPUTER SKILLS:
* Must be proficient in Microsoft Office Suite including Word, Excel, PowerPoint, and Outlook
CERTIFICATE/ LICENSE: N/A
PHYSICAL DEMANDS:
SEDENTARY (requires lifting 10 lbs., carrying small objects) X
LIGHT (requires lifting 20 lbs., with frequent carrying of up to 20 lbs.)
MEDIUM (requires lifting 50 lbs., with frequent carrying of up to 25 lbs.)
HEAVY (requires lifting 100 lbs., with frequent carrying of up to 50 lbs.)
VERY HEAVY (requires lifting over 100 lbs., such as moving furniture)
SUPERVISOR: BDC Director or General Sales Manager
POSTIONS SUPERVISED: None
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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