eliteBDC is expanding and interviewing for Virtual Experienced Automotive Bilingual Call Center Representatives! Automotive Call Center Representative is responsible and accountable for producing committed 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. and sales volumes. The pay rate of $17 - $20/hour includes your bonuses and spiffs and is performance-based.
Why People LOVE Working Here:
- Career advancement!!
- Complete onboarding training
- Ongoing training and development of skills
- Personal growth and career advancement opportunities
- Family-oriented business
REQUIRED HOME OFFICE
- High-speed internet
- Personal Computer and/or laptop
- Dual monitor screens
- Stable internet (ethernet cable, no Wi-Fi)
- Stable non-shared router
- Quiet office space
- Keyboard
- Mouse and mouse pad
- Headset with noise-cancelling features
- Please note - your home office can be written off for tax purposes.
REQUIRED COMPETENCIES
- High School diploma or equivalent; college degree preferred
- Ability to multitask 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
- Must possess excellent verbal and written communication skills
- Previous automotive BDC call center training and customer service skills required
- Past Automotive BDC Agent experience required
- Ability to quickly problem solve
- Ability to work in a cubicle environment without the ability to leave the desk
- Ability to diffuse department disruptions while offering mentorship and coaching.
WORK SCHEDULE
Please be advised that eliteBDC is a performance-based company. Exceptional performance and stellar teamwork may dictate and/or change the hours listed within this section. We work to accommodate all employees' needs and requests to the best of our abilities while serving our clients' changing needs. We also attempt to keep 1-2 days per week as regular scheduled days off for a healthy work-life balance. Please inform the BDC Director and BDC Account Managers of your desired day off. These usually include a Tuesday, Wednesday, or Thursday.
All BDC Agents are expected to be available to work Monday - Sunday. Two evenings per week. And must work every other weekend. Off on holidays provided in the handbook (Easter, Christmas Eve, Christmas Day after 90 days of employment).
JOB DESCRIPTION
- Maintain our clients' Customer Relationship Management (CRM) database and customer databases.
- Ability to work in our CRM (Volie) and multiple dealership CRM's during your shifts.
- Set approximately 8-10 appointments per day with 5 shows. The goal is 50 shows per month.
- Verify all manufacturer leads and their duplicate have received a relevant email pertaining to their request and meet the manufacturer guidelines.
- Verify all internet leads and telephone responses have received direct answers to their questions.
- Keep abreast of current incentives, specials, promotions, inventory, and product knowledge daily and relay the information to the BDC Agents in a timely fashion.
- Understand dealership processes (finance, appraisal, etc.) and learn effective ways to communicate these processes to BDC agents.
- Verify that all inbound calls for the department have been input into the CRM system. Update the CRM with pertinent information about the customer interaction by providing detailed notes.
- Complete dealership CRM/ILM certification requirements upon request
- Adhere to the National and State DoNotCall policies and procedures
- Complete CRM daily work plan tasks assigned within Volie (our CRM). Ability to view records in our clients' CRM.
- Complete a minimum of 150 outbound calls per day. Maintaining your individual appointment log for payroll assistance.
- Practice and rehearse telephone scripts and objections daily and weekly
- Ask a BDC Training Agent, CRM Specialist and/or Manager to take over a call if/when applicable.
- Verify that all appointments meet a 50% appointment confirmation rate for the day.
- Follow up on all scheduled appointments and verify they have shown and/or reschedule the appointment
- Complete manifest lists as provided
- Verify that the dealership's internet lead response time is less than 10 minutes for the day
- Act as a department liaison for BDC and dealership
- Must cross-train with Sales and Service Teams
- Complete additional items as requested. These are items that you may have been previously trained on or have previous knowledge in.
Job Type: Full-time
Pay: $16.00 - $17.00 per hour
Expected hours: 35.0 – 40.0 per week
Benefits:
- Flexible schedule
- Opportunities for advancement
- Paid time off
- Paid training
- Professional development assistance
- Referral program
Application Question(s):
- What Automotive CRM's do you have experience with? Both Sales and Service
- Are you able to work rotating weekends?
- Can you work two evening shifts until 11 pm EST?
- Do you live in MST? We are looking for agents in this time zone.
Experience:
- BDC Sales Agent : 1 year (Required)
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
Work Location: Remote
