Job Description

Job Summary: The Ford Dealership BDC Agent is responsible for handling inbound and outbound customer interactions, setting appointments, and providing exceptional customer service to drive sales and service opportunities. This role is a key part of the dealership's sales and service departments, ensuring a seamless customer experience and maximizing dealership revenue. Key Responsibilities:

• Respond promptly to inbound phone calls, internet leads, and online inquiries regarding sales and service opportunities.
• Make outbound calls, emails, and text messages to follow up with potential customers, schedule appointments, and confirm upcoming visits.
• Maintain a high level of professionalism and product knowledge to effectively communicate vehicle features, promotions, and service offerings.
• Work closely with the sales and service teams to coordinate customer visits and ensure a smooth transition from the BDC to the showroom or service department.
• Follow up with no-show appointments and past customers to encourage future business.
• Accurately document all customer interactions, appointments, and follow-ups in the dealership’s CRM system.
• Meet or exceed monthly performance goals for lead conversion, appointment setting, and customer satisfaction.
• Maintain a positive, team-oriented attitude and contribute to a productive work environment.
• Stay up to date on Ford vehicle models, features, and dealership promotions to provide accurate information to customers.
• Answering and following up with all Internet Leads, Including Long term follow up.

• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
• Previous experience in a BDC, call center, customer service, or automotive industry preferred.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to multitask and thrive in a fast-paced environment.
• Proficiency in using CRM systems, Microsoft Office Suite, and other digital communication tools.
• Self-motivated with a strong work ethic and attention to detail.
• Availability to work flexible hours, including evenings and weekends as needed.

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