SALES BDC ASSISTANT

Schedule

• Monday, Friday, Saturday work schedule
• 9 am – 7 pm

Responsibilities

• Answer incoming phone calls and assist guests for sales or other departments
• Engage each guest to secure an appointment, providing attention and information tailored to their preferred communication method (phone, text, chat, email, mail, social media, etc.)
• Contact customers using templates and word tracks to schedule appointments for Sales
• Reschedule no-show customer appointments
• Schedule future contact as needed
• Add guests to CRM, including all provided information
• Ensure the BDC is never left unattended during business hours
• Coordinate with necessary departments when an appointment is scheduled
• Monitor BDC dashboard for appointment opportunities and confirmations
• Request Team Lead or BDC Manager assistance when needed to secure a positive guest experience
• Perform daily follow-up verification
• Respond to assigned leads within 10 minutes of receipt
• Provide guests with requested information, including video walk-arounds
• Conduct follow-up calls to previous day’s non-buyers
• Conduct follow-up calls to customers who have purchased
• Conduct follow-up calls to previous week’s “be-backs”
• Reach out to all sold and unsold guests to check in, fostering ongoing relationships and growing business
• Send thank-you notes, birthday cards, and anniversary texts
• Act as a sales concierge for guests and client advisors
• Maintain a positive guest experience throughout the sales process
• Partner with the Team Lead to ensure engagement in each sale
• Follow the F&I process and complete sales traction, including all contracts
• Obtain required stipulations and signatures on all items
• Ensure Business Processors receive necessary support to finalize deals
• Collect, document, and submit all down payments
• Perform daily showroom and lot maintenance
• Walk the lot daily
• Attend assigned training sessions
• Aid in the training of new team members
• Request specific trainings as needed
• Stock the guest lounge and maintain the amenities area
• Uphold Nelson Hospitality standards
• Complete any task or project assigned by the GM or Team Lead

Resources, Processes and Tools

• Text, chat, and phone systems
• VAuto, Blackbook, Nelson websites, Dealerbible, Dealertrack, Carfax
• Company email account
• Guest feedback channels (social media, surveys, etc.)
• Nelson BDC process
• NPI and Rocks Hospitality