Toyota of Greensburg – Internet and BDC Manager

Toyota of Greensburg – Internet and BDC Manager

Job Purpose: The Internet and BDC Manager will provide oversight for and answer all incoming calls in a timely and efficient manner. Will assist and support the Call Center Team and Sales Associates to satisfy customer demands for Toyota by facilitating all internet sales inquiries. Provide excellent customer sales skills and work as a role model within the Business Development Center.

Job Duties:

1. Provide oversight and manage the BDC employees, BDC processes, and department productivity.
2. Greet customers promptly and courteously; listen to their needs and questions.
3. Answer all incoming calls and emails in a timely manner by speaking clearly and identifying yourself.
4. Return calls promptly that have been left on voicemail.
5. Work closely with Sales Consultants to ensure customer concerns are resolved in a timely manner.
6. Support internal customer needs as requested.
7. Ability to focus with multiple interruptions in a busy office environment.
8. Sitting for an extended period of time and working with a computer all day.
9. Provide instruction and training for any new employees when necessary.
10. Assisting other departments on special projects.
11. Perform other duties or administrative functions as directed by management
12. Maintain high standards for the Customer Satisfaction Index (CSI).
13. Report to management any situation or condition that jeopardizes the safety, welfare, and/or integrity of the dealership, its employees, or customers.
14. Maintain the customer data base for the Do Not Call list.
15. Updating voice recordings for the stores i.e. recordings for customers recalls, overdue sales, appointment reminders.

Skills/Qualifications: 

1. Demonstrate the ability to deal courteously and effectively with customers and other associates by providing exceptional customer service.
2. Demonstrate excellent telephone etiquette.
3. Is able to communicate effectively – orally and in writing.
4. Be able to get along and work effectively with associates.
5. Good time management skills.
6. Arrive and depart from work at times designated by your schedule and/or supervisor’s request.
7. Maintain an accurate timekeeping that properly records arrivals, departures, and breaks daily.

Job Requirements:

1. Associate’s degree from a two-year college or technical school; or one to three years related experience and/or training; or equivalent combination of education and experience.
2. Previous Internet and BDC experience required.
3. Superior customer interaction skills.
4. Must be able to work evenings and weekends.
5. All applicants must be able to pass pre-employment testing to include background checks, drug test, credit report, and valid drivers license.

Benefits:

Benefits include medical, dental and vision insurance, 401K retirement savings plan, vacation, holiday and sick leave and company paid training.  Our company maintains a strong policy of equal employment opportunity for all associates.  We hire, train, promote and compensate associates on the basis of personal and professional competence and potential for advancement without regard for race, color, religion, sex, national origin, age, marital status, disability or citizenship, as well as other classifications protected by applicable federal, state or local laws.