Business Banking Development Officer jobs in Charleston, WV

SUMMARY

As a member of Walker Chevrolet you accept the values and standards of professionalism set forth by the company, our clients, and the manufacturers we represent. In all activities, satisfying and exceeding the expectations and desires of our guests shall be the number one priority. From this basic standard and the adherence to our company’s mission, vision, and core values, we shall conduct our daily business.

The BDC Agent (BDCA) is responsible and accountable for producing scheduled appointments between customers and dealership managers/salespeople to achieve departmental gross profit and performance standards through dedicated specialized telephone activity enhancing C.S.I., service, and sales volumes.

DUTIES AND RESPONSIBILITIES

The BDC Agent is accountable for performing the duties and responsibilities described below. The list, however, is not necessarily an exhaustive description of the duties and responsibilities associated with the position. The BDCA also performs other duties and responsibilities as needed.

• Maintain our Customer Relationship Management (CRM) database and customer

databases and CRMs.

• Keep abreast of current incentives, specials, promotions, inventory, and product

knowledge daily

• Understand dealership processes (finance, appraisal, etc.) and learn effective ways to

communicate these processes to customers

• Verify that all in-bound calls for the department have been entered into VinSolutions and our customers CRM system. Update the CRM with pertinent information about the customer interaction by providing detailed notes.
• Effectively communicate be-back reappointments with the salesperson by phone, in-person, or email regarding the customer’s needs prior to the appointment
• Re-appoint prospects that did not keep their scheduled appointment
• Contact all manufacturer leads and their duplicates with a relevant e-mail pertaining to their request, meeting the manufacturer guidelines. Answer all customer questions and ask a question during all email correspondence
• BDC Agents must answer all customer questions asked within the initial response template
• Complete dealership CRM/ILM certification requirements.
• Complete all OEM certification requirements.
• Adhere to the National and State DoNotCall policies and procedures.
• Complete daily work plan activities: inbound sales calls, internet leads, unsold showroom traffic follow-up calls, customer satisfaction calls, lease renewals, manifest lists, chat requests, text messages, etc.
• Meet department productivity standards: 15 outbound calls per hour with 1-2 scheduled appointments per hour by 90-days of employment.
• Complete all appointment confirmation calls. Achieve a 50% appointment confirmation rate.
• Respond to all internet leads within 10-minutes for an average of 10-minutes or less throughout the month.
• Complete 150 activities a day with many of the tasks calls and text messages.
• Strive to achieve a 30% live contact/connect ratio for outbound follow up calls.
• Utilize dedicated scripts, guides, and templates to communicate with customers.
• Utilize Discord & Google chat in a professional manner to communicate with managers and our dealer partners.
• Verify that all customer concerns and complaints have been forwarded to the BDC
• Assist as a dealership liaison between the customer and the sales department.
• Search for potential clients that have not had recent contact and develop new business
• Contact conquest lists and current client lists who have equity and schedule appointments to replace their existing vehicle
• Weekly mystery shop average of 80% or higher

REQUIRED COMPETENCIES

• High School diploma or equivalent
• Strong attention to detail
• Excellent interpersonal, written, and oral communication skills
• Ability to persuade customers and overcome objections
• Ability to multi-task and prioritize workload
• High motivation and enthusiasm
• Computer knowledge and/or experience: Intermediate level
• Microsoft office suite of products: Intermediate level
• Keyboard proficient with ability to type 50 wpm
• Social media aptitude: Intermediate
• Proficient with smart phone capabilities
• Must possess excellent verbal and written communication skills
• Previous call center training and customer service skills preferred.

HOURS

The hours of the BDC Agent may fluctuate based on the retail season and hours of coverage needed to satisfy our clients. Our dealership staffs based on lead and call volume received by days of the week and times of the day. Our dealership follows recommended FTC and TCPA guidelines for outbound and inbound calls (presently, 8A-9P 7-days per week in a non-blue law state). Required breaks and lunches required by the state.

Job Type: Full-time

Pay: From $35,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Paid training
• Vision insurance

Experience level:

• 1 year

Shift:

• Evening shift

Supplemental pay types:

• Commission pay

Weekly day range:

• Every weekend
• Monday to Friday

Work setting:

• Call center
• In-person

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person