Position Overview
The BDC Appointment Coordinator at DeMontrond Automotive Group serves as the primary point of contact for inbound and outbound customer communication related to sales and service appointments. This role ensures timely follow-up with leads, accurate scheduling of appointments, and delivery of a consistent, high-quality customer experience that supports dealership growth and customer retention.
Key Responsibilities
- Customer Communication
Respond to inbound calls, internet leads, text messages, and emails in a timely and professional manner. - Make outbound calls to follow up on new leads, prior customers, and missed opportunities.
- Provide basic information regarding vehicle availability, pricing, and service scheduling.
- Maintain a professional and consistent tone across all communication channels.
Appointment Setting and Management
- Schedule, confirm, and reschedule sales and service appointments.
- Ensure all appointments are accurately entered into the CRM system.
- Conduct appointment confirmation calls, texts, or emails to improve show rates.
- Coordinate with sales and service teams to ensure readiness for scheduled appointments.
Lead Management
- Monitor and manage leads from multiple platforms, including website, third-party providers, and manufacturer sources.
- Ensure all leads are responded to within company-established timelines.
- Maintain detailed and accurate notes for all customer interactions in the CRM.
- Follow up consistently until the customer is scheduled, declines, or is no longer active.
Customer Experience
- Deliver a high level of customer service to create a strong first impression of the dealership.
- Identify customer needs and guide them toward scheduling an appointment.
- Address basic concerns and escalate issues to management when necessary.
Performance and Reporting
- Meet or exceed daily, weekly, and monthly performance goals, including call volume and appointments set.
- Track and maintain personal performance metrics.
- Participate in ongoing training, coaching, and development sessions.
General Administrative Support
- Assist with special projects, marketing campaigns, and outreach efforts as directed by management.
- Support team initiatives to improve processes, communication, and customer satisfaction.
Qualifications
Education and Experience
- High school diploma or equivalent required.
- 1–2 years of experience in a call center, customer service, or automotive BDC role preferred.
Skills and Abilities
- Strong verbal and written communication skills.
- Excellent customer service and interpersonal skills.
- Ability to handle a high volume of calls and multitask effectively.
- Proficiency in CRM systems, texting platforms, and Microsoft Office Suite.
- Strong attention to detail and organizational skills.
- Self-motivated with a results-driven mindset.
Working Conditions
- Primarily office-based with regular use of a computer and phone systems.
- Requires sitting for extended periods and frequent use of headset and computer.
- May require evenings, weekends, and flexible scheduling based on dealership needs.
- Fast-paced environment with performance expectations tied to measurable goals.
Equal Opportunity Employment Statement
DeMontrond Automotive Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
