BDC Business Development Center Agent

About the Role

The BDC Sales Agent serves as the dealership’s first point of contact for customers contacting us through phone calls, internet leads, text messages, email, website chat, and other digital channels. This role is responsible for engaging customers, identifying their needs, overcoming objections, and scheduling showroom or virtual appointments for both new and used vehicle sales. This is not a high-pressure sales role. Success comes from building rapport, creating value, and delivering an exceptional customer experience that motivates customers to visit the dealership.

Responsibilities

• Respond promptly to all inbound phone calls, internet leads, text messages, emails, and online chats.
• Build rapport with every customer through professional, friendly communication.
• Ask effective questions to understand each customer’s needs and buying timeline.
• Provide accurate information regarding inventory, pricing, availability, financing, leasing, and dealership services.
• Confirm appointments and provide customers with clear directions and expectations.
• Schedule showroom, virtual, and test-drive appointments.
• Confirm appointments using phone, text, and email.
• Perform reminder calls prior to appointments and reschedule missed appointments whenever possible.
• Work toward maximizing appointment show rates.
• Contact unsold showroom customers, follow up with internet leads, and reach out to previous customers regarding upgrade opportunities.
• Contact orphan owners and service customers.
• Execute equity-mining and lease renewal campaigns.
• Perform daily outbound prospecting using dealership CRM.
• Accurately document every customer interaction and maintain complete customer records.
• Update lead status daily and follow dealership follow-up processes.
• Ensure all scheduled activities are completed on time.
• Work closely with Sales Consultants and Sales Managers, communicating appointment details clearly to the sales team.
• Assist with special sales events and promotional campaigns.
• Help maintain excellent customer satisfaction scores.

Daily Responsibilities

• Respond to all assigned internet leads.
• Answer inbound sales calls.
• Schedule qualified appointments.
• Confirm upcoming appointments.
• Complete outbound call objectives.
• Send personalized follow-up text messages and emails.
• Record all customer interactions in the CRM.
• Maintain a full daily activity schedule.
• Work closely with Sales Managers to maximize appointment opportunities.

Key Performance Indicators (KPIs)

• Phone calls answered
• Outbound calls completed
• Internet lead response time
• Appointment set percentage
• Appointment show percentage
• Sold percentage
• Customer response time
• CRM task completion
• Email response rate
• Text message engagement
• Customer satisfaction scores
• Follow-up compliance

Qualifications

Required

• Outstanding verbal and written communication skills
• Positive, enthusiastic attitude
• Professional phone presence
• Excellent listening skills
• Strong organizational abilities
• Ability to multitask
• Dependable work ethic
• Basic computer proficiency
• Ability to work evenings and weekends

Preferred

• Automotive BDC experience
• Call center experience
• Customer service experience
• Retail sales experience
• CRM experience (DealerSocket preferred)
• Toyota dealership experience
• Knowledge of texting, email, and video communication tools such as Covideo

Skills

• Positive attitude
• Strong communication skills
• Self-motivated
• Coachable
• Competitive mindset
• Excellent time management
• Customer-focused
• Detail-oriented
• Team player
• Professional appearance
• Resilient and persistent

Benefits

• Paid training and continuous coaching
• Career advancement into Sales, Management, Finance, or Leadership
• State-of-the-art technology and CRM tools
• Fun, energetic, and supportive team environment
• Employee vehicle purchase program
• Comprehensive benefits package
• Paid vacation
• 401(k) with company match
• Medical, dental, and vision insurance

Pay

Competitive hourly pay plus performance bonuses. Monthly incentive opportunities. Unlimited earning potential based on performance.