Job Description

Job Description

Job Description

Position Summary

This role serves as the first point of contact for online prospects, converting inbound digital leads into showroom appointments through professional communication, proactive follow-up, and consultative selling techniques. The ideal candidate combines exceptional phone and digital communication skills with a strong command of CRM technology to maximize lead conversion rates and support overall dealership sales objectives.

Key Responsibilities

Lead Management & Conversion

• Monitor and promptly respond to all internet leads received through the dealership website, third-party automotive portals, and digital marketing channels
• Contact prospective customers via phone, email, and text within established response-time benchmarks to maximize engagement
• Qualify leads, identify customer needs, and schedule in-store appointments for the sales team
• Follow up consistently with unconverted leads using structured multi-touch cadences to maximize pipeline conversion
• Track all lead activity, contact attempts, and appointment outcomes accurately in the CRM system

Phone & Customer Communication

• Deliver professional, enthusiastic, and consultative outbound and inbound calls in a high-volume environment
• Communicate vehicle availability, pricing, promotions, and financing options clearly and persuasively
• Overcome objections confidently while maintaining a customer-first approach
• Represent the dealership brand professionally across all communication channels

CRM & Reporting

• Maintain accurate and up-to-date customer records, lead statuses, and activity logs within the dealership CRM platform
• Generate and review lead performance reports to identify trends, gaps, and improvement opportunities
• Collaborate with the Sales Manager and marketing team to refine lead-handling processes and scripts
• Ensure compliance with all data privacy and consumer contact regulations (e.g., TCPA, CAN-SPAM)

Required Qualifications

• High school diploma or GED required; associate’s or bachelor’s degree preferred
• Minimum 1–2 years of experience in a BDC, call center, automotive sales, or customer-facing sales role
• Demonstrated excellence in telephone communication, including outbound cold calling and inbound lead handling
• Proficiency with a dealership or enterprise CRM platform (e.g., VinSolutions, DealerSocket, Reynolds & Reynolds, Salesforce, or equivalent)
• Strong written communication skills for professional email and text correspondence
• Ability to multitask, prioritize, and perform in a fast-paced, metrics-driven environment
• Self-motivated with a results-oriented mindset and a commitment to hitting appointment and conversion targets

Preferred Qualifications

• Previous automotive dealership BDC or internet sales department experience
• Familiarity with third-party lead sources such as Cars.com, CarGurus, AutoTrader, or TrueCar
• Experience with digital marketing tools, chat platforms, or social media lead management
• Knowledge of automotive financing, trade-in valuation, or vehicle inventory management
• Bilingual communication skills (English/Spanish or other languages) are a plus

Core Competencies

Communication & Interpersonal Skills

Phone presence, active listening, persuasion, written communication

Technology Proficiency

CRM systems, email platforms, digital lead tools, basic reporting

Sales Drive & Accountability

Goal orientation, KPI ownership, resilience, follow-through

Organization & Time Management

Lead prioritization, schedule management, detail orientation

Work Environment & Schedule

• On-site position within the dealership
• Full-time schedule; may include evenings, weekends, and holidays based on dealership operating hours
• High-volume phone and digital communication environment requiring extended periods of phone and computer use

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