Job Description

Business Development Center (BDC) Representative

Location: Jim Shorkey Gainesville Kia
Employment Type: Full-Time

As a Business Development Center (BDC) Representative, you are the first point of contact between our dealership and potential customers. You play a critical role in creating exceptional sales opportunities by engaging internet leads, inbound callers, and our existing customer base. Through prompt communication, professionalism, and consistent follow-up, you help customers take the next step in their vehicle-buying journey.

This role requires confidence on the phone, strong written communication skills, and the ability to stay focused and productive regardless of daily lead volume.

Key Responsibilities

• Respond promptly and professionally to internet leads from manufacturer and third-party websites
• Answer inbound sales calls and assist customers interested in purchasing a vehicle
• Proactively contact existing customers daily via phone, text, and email
• Maintain clear, friendly, and effective communication across all channels
• Stay organized, efficient, and self-motivated on both high-volume and low-volume days
• Create a positive dealership experience that encourages customers to visit the showroom
• Accurately document customer interactions and follow-up activities in the CRM
• Collaborate with the sales team to support appointment setting and dealership goals

Key Performance Indicators (KPIs)

• Lead Response Time: Internet leads responded to within established dealership standards
• Contact Rate: Percentage of leads successfully contacted
• Appointment Set Rate: Number of appointments scheduled from leads and inbound calls
• Appointment Show Rate: Percentage of scheduled appointments that arrive at the dealership
• Outbound Activity: Daily calls, texts, and emails meeting or exceeding expectations
• CRM Accuracy: Complete, timely, and accurate documentation of all customer interactions
• Customer Experience: Positive feedback and professional communication standards maintained

Requirements

Qualifications

• Previous experience in a BDC, customer service, or sales-support role preferred
• Strong phone presence with excellent written and verbal communication skills
• Ability to multitask in a fast-paced environment
• Strong organizational skills and attention to detail
• Basic computer skills and the ability to learn new software systems quickly

Preferred Attributes

• Positive, upbeat, and customer-focused attitude
• Self-motivated with a strong sense of accountability
• Comfortable initiating conversations and building rapport with customers
• Team-oriented with strong collaboration skills
• Commitment to continuous improvement and personal growth

What Success Looks Like

• Internet leads and inbound calls are responded to promptly and professionally
• Customers receive clear, friendly, and engaging communication
• Appointments and sales opportunities are generated at or above expectations
• CRM records are accurate, thorough, and consistently up to date