Summary:
The BDC Team Leader supports the daily operations of the Business Development Center while also performing the core duties of a BDC Representative. This position assists with customer communications, appointment scheduling, CRM follow-up, team training, workflow support, and performance monitoring.
The Team Leader serves as a resource and mentor for BDC Representatives and works closely with the BDC Manager to maintain consistent processes, strong customer service, and department productivity.
Essential Duties include the following; however, other duties and responsibilities may be assigned.
- Answer inbound Sales and Service calls and assist customers with inquiries.
- Make outbound calls for appointment scheduling, confirmations, service reminders, missed appointments, follow-up campaigns, and other customer care initiatives.
- Respond to customer inquiries in a timely and professional manner.
- Schedule, confirm, and reschedule Sales and Service appointments.
- Accurately document customer interactions, appointments, and follow-up activity in the CRM.
- Complete assigned CRM tasks and follow-up activities within established timelines.
- Follow approved scripts, processes, privacy requirements, and communication policies.
- Assist with onboarding and training new BDC Representatives.
- Provide ongoing coaching, support, and guidance to existing team members.
- Monitor call quality, CRM activity, daily tasks, and team productivity.
- Assist the BDC Manager with daily workflow, task assignments, and department coverage.
- Help resolve customer or operational concerns and escalate issues when appropriate.
- Serve as the day-to-day point of contact for the BDC team when the BDC Manager is unavailable.
- Work collaboratively with Sales, Service, Parts, and management.
- Perform other duties as assigned.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The individual should possess:
- High School diploma or equivalent.
- Previous customer service experience.
- Leadership, coaching, or training experience preferred.
- Strong verbal and written communication skills.
- Excellent customer service, follow-up, and organizational skills.
- Ability to multitask and work effectively in a fast-paced environment.
- Strong attention to detail and problem-solving skills.
- Comfortable working with CRM systems, phone systems, email, and Microsoft Office applications.
- Self-motivated with the ability to work independently and as part of a team.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential
functions of this job. Individual will be required to:
Frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl.
Frequently lift and move up to 10 pounds and occasionally lift and move objects up to 25 pounds.
Base hourly rate of $23.00 plus commission compensation which can range from $0.00 (if baseline benchmarks are not met) with no upper limit.
The above job description is only intended as a summary of the position’s responsibilities and does not include all duties that may be required to satisfactorily perform the job.
The Dealership is an equal opportunity employer and maintains a drug and alcohol-free workplace.
Benefits
- Paid time off
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- 401(k)