MOST CRITICAL OUTCOME:

• 100 Shows/Month

KEY PERFORMANCE DRIVERS:

• 212 Dials/Day
•  8 Sets/Day
• 70% Show Rate

KEY RESPONSIBILITIES:

• Answer customer internet inquiries by email, text, and phone based on the current marketing incentives.
• Maintaining a prospect and owner follow-up system that encourages repeat and referral business and contributes to customer satisfaction.
• Follow up with existing and potential customers to generate leads, close sales, and service.
• Schedule sales appointments and reschedule no show customers.
• Master all training materials provided by the dealership, including scripts and word tracks.
• Follow the scripts and guidelines on all inbound and outbound calls. 
• Use dealership word tracks at the appropriate stages of all sales calls.
• Respond to all customer inquiries promptly and effectively. 
• Maintain schedule and log in CRM systems, as assigned.
• Work diligently towards individual goals and targets while maintaining an attitude of unity and teamwork with coworkers. 
• Follow-up with sales departments to determine if appointments were kept and the outcome of the visit; schedule future contact is needed. 
• Update dealership CRM system with notes in lead management software, and information regarding all verbal communication with customers.
• Study dealership's used vehicle inventory on a weekly basis to enhance ability to assist customers. 
• Learn pertinent dealership processes to help assist customers better. 
• Comply with customer handling guidelines and sales promotion directives, according to department policy. 
• Communication any potential escalating customer issues or problems to Solution Center Manager.
• Perform all periodic outbound campaigns as directed by Solution Center management staff. 
• Develop proficiency in usage of all dealership CRM software and programs. 
• Ensure that all information entered into the CRM system is complete, consistent, and accurate.
• Consistently maintain daily, weekly, and monthly assigned goals and objectives. 
• Consistently meet assigned daily objectives of set appointments, shows, and outbound calls.
• Maintaining the essential communication link between customers, sales staff, and dealership.
• Strive to build sustainable relationships with customers through extra effort, empathy, action, and excellent follow-up.
• Maintain strict confidentiality and protect the personal information of dealership customers in compliance with the Federal Trade Commission Safeguard Rule, implementing the provisions of the Gramm-Leach-Bliley Act as they pertain to automobile dealerships.
• Maintain a professional code of conduct and always demonstrate ethical behavior.

Note: This description is not an exhaustive list of all role responsibilities