Toyota BDC Manager

Toyota of Watertown • Full-time • Watertown, MA, US • $30 - $36 / hour • 2w ago

Toyota of Watertown is looking for a Call Center Manager (BDC Manager) to join our rapidly growing team!

The goal of the BDC Manager is to further develop, direct and implement the dealership's internet sales strategy and BDC office. The BDC Manager will interview, train, motivate and guide a team of BDC Representatives. The BDC Manager will be responsible for maximizing sales and profitability of the center to agreed levels of performance and must have the ability to create and maintain a process driven work environment.

The ideal candidate will have a genuinely friendly, outgoing and positive attitude when interacting with management, guests, and other employees. To be successful in this role, you should be detail oriented, well-organized, possess solid time management skills, and have the ability to work independently.

If this sounds like you, then we invite you to apply!

Duties & Responsibilities of the BDC Department:

Mastering training materials provided by Toyota of Watertown, including all/if any phone scripts
Following the BDC scripts and guidelines on all inbound & outbound calls.
Ensuring all internet leads and call are answered promptly and professionally letting each customer know that they are our number one priority.
Communicate with the client/customer until they are ready to set an appointment and visit the dealership.
Answer all phone calls immediately, answer customer questions and set appointments to visit dealership
Consistently making a minimum of 85 calls per day.
Handle minor customer complaints and/or misunderstandings
Record all customer information in CRM database (i.e. First & Last Name, address, phones numbers, Email address and vehicle of interest.)
Record ALL notes of inbound or outbound conversations with customer in CRM database. Be consistent and accurate.
Maintaining a current knowledge of dealership specials, coupons or direct mail pieces and vehicle inventory (both new & used).
Stay up to date on current manufactures incentives and rebates.
Ensuring that all outbound calls such as (not limited to) No Show, Confirmations, Showed appointments follow up and Task list calls are made in a timely and effective manner.
Maintaining the essential communication link between the client and dealership.
Maintains strict confidentiality of confidential personal information of our customers in compliance with the Federal Trade Commission Safeguard Rule.
Performs other duties as assigned