Job Description

Job Description

Job Description

Description:

Functions: Handle all incoming and outgoing calls related to the scheduling of service for customers and the retail internet sales of the Kelley Automotive Group. Provide support for the BMW store by following up on internet requests and setting service and sales appointments. Input customer information into Contact Management.

Reports to: General Sales Manager and Sales Manager

Responsibilities and Authority:

· Contact internet customers via email and phone to schedule service and sales appointment.

· Schedule follow-up contact if no appointment is set.

· Follow-up contact for all customers for which a follow-up contact is scheduled.

· Call to confirm scheduled appointments for service.

· Reschedule no-show customer appointments.

· Follow-up at the dealership to determine if appointment was kept and what the outcome was.

· Update customer information in the database and CRM and CDK.

· Contact customers based on current marketing initiatives pertaining to service.

· Respond to customer requests.

· Follow up on internet customer emails according to a pre-determined timeline.

· Notify necessary departments when an appointment is scheduled.

· Forward any customer concerns to Business Development Center Manager or other department managers.

· Generate letters, postcards, and emails according to a pre-determined timeline to automatically schedule follow-up reminders for next contact.

· Update website with monthly specials.

· Create monthly Spotlight ads.

· Distribute monthly newsletter.

· Assist all departments and staff in any way needed to facilitate service for customer.

· Respond to iLeads with a phone call and email within 5 minutes.

· Follow up on iLeads with calls/emails if no response.

· Work iLeads until comfortable time to turnover.

· Update comments in vAuto for BMW’s.

· Manage relationships with marketing vendors (Autotrader, Cars.com, Edmunds, etc.)

· Follow-up on helpdesk tickets for VIN Solutions, Dealer.com, vAuto, etc.

· Contact customers about MPU/EVP.

· Update Service Loaner Miles.

· Any other tasks deemed necessary by Management.

Qualifications:

Requires a high school diploma or the equivalent. Must be able to read and comprehend instructions and information. Must have some computer knowledge and skills. Must have a professional phone voice, personal appearance and possess excellent communication skills. Requires a valid driver’s license and a good driving record.

Working Conditions:

Will work at a computer in an office setting. Will work with a computer and organize paperwork during most of the shift. Will have personal interaction with the customers. May stand, stoop, kneel, crouch, and/or reach during the shift. May be exposed to noise, dust, and/or exhaust fumes. Weekend and/or holiday hours will be required.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

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