• Business Development Representative - Heintz Toyota of Mankato

    Location US-MN-Mankato
    Posted Date 4 days ago(4/16/2018 1:58 PM)
    Job ID
    04.16.2018-2053
    # Positions
    1
    Category
    Guest Services
    Dealership
    Heintz Toyota of Mankato
    Type
    Regular Full-Time
  • Summary

    The Business Development Representative is responsible for professional scheduling of all appointments (service and sales), through inbound calls, outbound calls, email communication, and chat.  This will be accomplished through exemplary customer service/communication skills.  This will allow us to meet our customer's expectations while maximizing our efficiency at the dealership.

    Responsibilities

    Sales

    Answer incoming sales calls to provide information, answer questions, schedule appointments, gather customer information and maintain up to date records in our CRM.

    o    Responds to Internet Leads, Live Chats, Inbound Sales Calls and initiates outbound campaign calling as instructed and requested by Management.

    o    Learn basic product knowledge, incentive programs and follow processes/scripts as provided by the company.

    o    Identify customer needs, provide information, answer questions, schedule appointments and ensure the customer’s needs are met – whether in person, on the phone or email.

    o    Other calls listed below or otherwise instructed, including but not limited to:

    Campaigns as instructed by management (incentive changes, marketing campaigns, lease end, loan maturation, etc.)

    Equity/Database Mining

    Appointment Confirmation

    Missed Appointments

    Unsold Showroom Traffic

    o    Participate in any recommended ongoing training from the dealerships, department or Manufacturer.

    o    Tracks the following items:

    Number of Calls made / received

    Number of Emails sent / received

    Number of Leads / Calls Handled

    Number of Appointments Set / Shown / Sold

    Service

    o    Answer incoming Service Calls to provide information, answer questions, schedule appointments and update customer contact/vehicle information.

    o    Refer customers who have questions about work performed or additional maintenance/work needed to a Service Advisor or Service Manager.

    o    Handle customer complaints with integrity, poise and, if necessary, refer dissatisfied customer to appropriate dealership individuals for resolution.

    o    Provide accurate time and cost estimates needed for maintenance or repair.

    o    Answers and responds to service requests via email, inbound phone call, CRM or DMN/OnStar leads as instructed.

    o    Make additional calls as instructed, included but not limited to:

    Special Order Parts

    Manufacturer Recall

    Maintenance Due

    Declined Services

    Secondary Responsibilities

    o    Maintain a professional appearance and manner consistent with Balleweg’s culture.

    o    Perform other duties, projects and tasks as assigned by Management team.

    o    Build, and maintain, strong relationships with customers and co-workers.

    o    Assist with Service Retention Efforts

    o    Assist with CSI Survey calls/emails.

    o    Assist with general phone answering duties

     

    Qualifications

    • Ability to read, analyze and interpret general dealership technical procedures and state or federal regulations.
    • Ability to effectively present information and respond to questions from guests and managerial team.
    • Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
    • Ability to deal with problems and resolve while maintaining guest satisfaction and dealership profitability.
    • Ability to multi task in high pressure situations.
    • Must possess strong computer skills specifically in Microsoft Word, Excel and Outlook and in navigating through websites.
    • Excellent problem solving capabilities, organizational and time management skills.

     

    Physical Demands

    No or very limited physical effort is required.  No or very limited exposure to physical risk.

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