Handle inbound and outbound calls, internet leads, and appointment setting.
Set goals, monitor team performance, ensuring adherence to scripts, processes, and daily productivity goals.
Conduct regular training, coaching, and performance reviews to improve call quality, lead follow-up, and appointment conversion rates.
Assist with scheduling and workload management to ensure optimal BDC coverage during business hours.
Track and report key performance indicators (KPIs) such as lead response times, appointment show rates, and call volume.
Work closely with the sales and service departments to ensure accurate communication and a smooth handoff of appointments.
Work closely with Marketing Coordinator to generate campaigns for follow up.
Address and resolve escalated customer concerns in a professional and timely manner.
Ensure proper and consistent use of the dealership’s CRM and BDC software tools.
Stay informed about current promotions, inventory, and dealership processes to assist with lead conversion and customer inquiries.
