BERT OGDEN CENTRALIZED BDC DEPARTMENT

Job Description:

The goal of the Centralized Business Development Center (BDC) is to develop sales and service business for the dealership. Improve engagement and relationship building with phone ups and other leads and raise appointment conversion rates for sales and service. The BDC centralized department can deliver more consistent and persistent follow up, increase be-backs, recapture declined service customers, and drive retention.

Roles and Responsibilities:

· Gubagoo:

o Manage website chat for sales and service departments.

o During chat must gather customer information to push leads to CRM.

o Set up sales and service appointments and push info to CRM.

o Send vehicle of interest links so customer can review photos and price.

· Tecobi:

o Manage Facebook comments and messages on Tecobi ads.

o Answer customer questions and gather contact information.

o Push customer information and appointment to CRM.

o Send text blast daily to customer who have not set appointment.

o Use Gifs, emojis, and test drive videos to create excitement about inventory.

o Call all Tecobi customers who have not been contacted by dealership.

o Send vehicle of interest links so customer can review photos and price

· Facebook and Instagram:

o Reply to all customer comments and messages.

o Send private messages to ask for customer contact info and appointment.

o Push customer info and appointment to CRM.

o Delete negative comments from Social Media posts.

o Walk customer through Buy Now process.

o Send Buy Now page links for vehicle of interest.

o Send vehicle of interest links so customer can review photos and price

· DealerSocket:

o Review all dealership incomplete activities.

o Send Email and Text to each customer who has not been followed up with.

o Create a sense of urgency on vehicle of interest.

§ Answer questions that were missed by sales staff or BDC.

§ Send video or pictures of vehicle of interest.

§ Offer incentives and discounts if needed.

§ Send links to other similar units available in stock.

§ Set appointment.

o Send conformation text and email to all scheduled appointments.

REQUIREMENTS

• Must be 21 years old or older
• Must have a valid Texas driver license
• Must be able to pass a drug test screening
• Must be able to pass background screening