Job Description

Department: Sales

Functions: Handle all incoming and outgoing calls related to the retail internet sales of the Kelley Automotive Group. Provide support for stores by following up on internet leads and setting sales appointments. Input customer information into Contact Management (CRM).

Reports to: Business Development Center Manager

Responsibilities and Authority:

• Meet minimum expectations of 100 calls a day setting 6-8 appointments each day.
• Make outbound calls daily.
• Always use approved phone scripts while communicating with customers.
• Schedule a sales appointment for all customers who call or visit website.
• Schedule follow-up contact if no appointment is set.
• Follow-up contact for all customer for which a follow-up contact is scheduled.
• Contact customers using scripts in the CRM to schedule appointments for sales and service.
• Call to confirm scheduled appointments for sales and service.
• Reschedule no-show customer appointments.
• Follow-up with the internet manager at the dealership to determine if appointment was kept and the outcome.
• Update customer information in the database and CRM.
• Generate letters, postcards, and emails according to a pre-determined timeline to automatically schedule follow-up reminders for next contact.
• Contact customers based on current marketing initiatives.
• Respond to customer requests.
• Contact internet customers via email and phone to schedule sales appointment.
• 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 manager involved.
• Any other tasks deemed necessary per Management.

Requirements

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.

NOTE:

THIS IS NOT NECESSARILY AN EXHAUSTIVE LIST OF THE RESPONSIBILITIES, SKILLS, DUTIES, REQUIREMENTS, EFFORTS, WORKINGCONDITIONS ASSOCIATED WITH THIS POSITION. WHILE THIS LIST IS INTENDED TO BE AN ACCURATE REFLECTION OF THE CURRENT JOB, THE DEALERSHIP RESERVES THE RIGHT TO REVISE THE FUNCTIONS, DUTIES AND REQUIREMENTS OF THE JOB OR TO REQUIRE THAT ADDITIONAL OR DIFFERENT TASKS BE PERFORMED WHEN CIRCUMSTANCES CHANGE.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.