BDC Phone Coordinator-KIA

Qualifications

• High school diploma or the equivalent.
• Driver's License.
• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• Excellent communication skills.
• Ability to meet company's production and quality standards.

Physical Requirements

• Spend time indoors in air-conditioned areas.
• Sit on a regular basis.
• Stand on a regular basis.
• Bend, twist, and/or stoop infrequently.
• Kneel and/or squat infrequently.
• Lift infrequently.
• Reach and/or lift overhead infrequently.
• Climb infrequently.
• Make repetitive hand/finger movements on a regular basis.
• Grasp/grab with hands infrequently.
• Push and pull infrequently.

Expectations

General Expectations

• Devote himself/herself to insuring satisfaction to customers.
• Determine management, production, and quality requirements by asking questions and listening.
• Attend company meetings as required.
• Maintain a follow-up system that encourages follow through with assigned projects.
• Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
• Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
• Understand the terminology of the business and keep abreast of technology changes in products and services.
• Know and understand the federal, state, and local requirements which govern the company’s business.
• Follow lawful directions from supervisors.
• Understand and follow work rules and procedures.
• Participate in performance management.
• Interact well with others and be a positive influence on employee morale.
• Uphold the company’s non-disclosure and confidentiality policies and agreements.
• Work evening, weekend, and holiday work hours as required.

Job-Specific Expectations

• Be directly responsible for setting solid appointments, volume, and customer satisfaction standards, as set at the sole discretion of the dealership.
• Cook with the Internet Sales Manager to set and meet appointment sales quotas.
• Be polite and friendly and greet customers promptly. Consistently follow the outlined sales process.
• Determine each customer’s vehicle needs by asking questions and listening.
• Verify that customers are qualified for their wants, needs, and ability to buy.
• Maintain current knowledge and familiarity with new products, features, accessories, etc., and their benefits to customers.
• Maintain an owner follow-up system that encourages repeat and referral business and contributes to customer satisfaction.
• Understand the terminology of the automobile business and keep abreast of technology changes in the product.
• Utilize the delivery of any new or used vehicle to create an event that will facilitate customer loyalty to the dealership.
• Understand equity and values, and be able to explain depreciation to customer.
• Occasionally conduct telephone transactions courteously and promptly.
• Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty.
• Attend sales meetings occasionally.