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