What are the responsibilities and job description for the Mercedes BDC Agent Fort Mitchell, KY position at JEFF WYLER AUTOMOTIVE FAMILY?
Jeff Wyler Mercedes-Benz of Fort Mitchell is 'Now Hiring" BDC Agents!
Position Summary
At Jeff Wyler Mercedes-Benz of Fort Mitchell, excellence is our standard. We are seeking a highly motivated, customer-focused Business Development Center (BDC) Representative who is passionate about delivering an exceptional luxury client experience from the very first interaction.
As the first point of contact for many of our clients, you will represent one of the world's most prestigious automotive brands while creating meaningful relationships that drive sales, customer satisfaction, and lifelong loyalty.
This position is ideal for professionals who thrive in a fast-paced environment, enjoy helping people, possess exceptional communication skills, and are driven by performance-based rewards.
What You'll Do
Customer Engagement
- Respond promptly to all internet, phone, text, chat, and email inquiries.
- Deliver a concierge-level customer experience with every interaction.
- Build rapport and establish trust with prospective Mercedes-Benz clients.
- Qualify customer needs and guide them toward the appropriate vehicle or department.
Appointment Generation
- Schedule qualified showroom appointments for the sales team.
- Confirm appointments and maximize appointment show rates.
- Conduct follow-up communication before and after appointments.
- Work proactively to re-engage missed opportunities and unsold prospects.
Lead Management
- Manage leads from Mercedes-Benz, dealership websites, third-party providers, social media, referrals, and phone traffic.
- Ensure every lead receives timely and professional follow-up.
- Maintain accurate customer records and activity within the CRM.
- Follow dealership communication processes and cadence consistently.
Customer Follow-Up
- Contact previous customers regarding vehicle upgrades, lease maturities, equity opportunities, and special events.
- Execute long-term follow-up campaigns that create future sales opportunities.
- Maintain relationships that enhance customer retention and loyalty.
Team Collaboration
- Work closely with Sales Managers and Product Specialists to ensure seamless customer handoffs.
- Communicate customer expectations clearly to the sales team.
- Support dealership marketing initiatives and special promotions.
Performance Expectations (KPIs)
Success is measured through:
- Lead Response Time
- Contact Rate
- Appointment Set Rate
- Appointment Show Rate
- Sold Appointment Rate
- Customer Satisfaction Scores
- CRM Accuracy & Compliance
- Follow-Up Completion
- Outbound Call Activity
- Email & Text Engagement
- Daily Productivity Metrics
Our mission is to deliver an unparalleled luxury ownership experience by connecting every customer with the right vehicle, the right team, and the highest level of service. Every phone call, every email, every text, and every appointment is an opportunity to create a lifelong client relationship.
At Jeff Wyler Mercedes-Benz of Fort Mitchell, we don't simply set appointments—we create exceptional experiences that inspire confidence, build trust, and earn customers for life.
Qualifications:Qualifications
- Previous automotive BDC, sales, hospitality, or customer service experience preferred
- Luxury retail or hospitality experience is a plus
- CRM experience preferred
- Excellent computer skills
- Strong phone presence
- Professional appearance and demeanor
- Valid driver's license
- Ability to work evenings and Saturdays as scheduled