BDC Representative

Position Overview

The Automotive Business Development Center (BDC) Representative is responsible for managing all inbound and outbound customer communications for the dealership. This role focuses on generating appointments, nurturing leads, delivering exceptional customer service, and supporting the sales and service departments to maximize business opportunities. The ideal candidate is enthusiastic, customer-focused, and comfortable working in a fast-paced, goal-driven environment.

Key Responsibilities

• Respond promptly to internet leads, phone inquiries, and online chats using scripts and communication guidelines.

• Make outbound calls to prospective customers, past customers, and service prospects to generate appointments and follow-up opportunities.

• Schedule and confirm sales and service appointments while maintaining accurate records in the CRM system.

• Provide customers with clear and accurate information regarding vehicle availability, pricing, special offers, and dealership services.

• Maintain a high level of product knowledge to effectively communicate value and features of new and pre-owned vehicles.

• Work closely with Sales and Service teams to ensure smooth handoff of customers and a consistent customer experience.

• Track daily, weekly, and monthly performance metrics, including lead response time, appointment set rate, and show rate.

• Follow up with no-show appointments and unsold leads to re-engage interest.

• Deliver an exceptional customer experience through professional, friendly, and engaging communication.

• Participate in ongoing training, coaching, and development programs.

Qualifications

• Previous BDC, customer service, call center, or automotive experience preferred but not required.

• Excellent verbal and written communication skills.

• Strong organizational skills and attention to detail.

• Comfortable making outbound calls and speaking with customers throughout the day.

• Knowledge of CRM systems (e.g., VinSolutions, Elead, DriveCentric) is a plus.

• Ability to work in a fast-paced environment and meet performance targets.

• Positive attitude, team-oriented mindset, and strong work ethic.