Bdc Manager
Bdc Manager
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$ 72000 - 100000
1 Vacancy
Job Description
Job Title:Mercedes Business Development Center Manager
Department: Mercedes Business Development Center
Reports To: General Manager
FLSA Status: Exempt
Prepared By: HR
SUMMARY
Oversees the daily operations of the Mercedes BDC departments.
Essential Duties include the following. Other duties may be assigned.
- Manages and monitors Mercedes CSI.
- Trains all Internet Customer Service Representatives in the processes and procedures of handling customer contacts.
- Ensures all internet leads phone inquiries and chat requests are responded to within a defined time frame (e.g. under 10 minutes).
- Partners with Sales Managers and Marketing to improve lead conversion and campaign alignment.
- Analyzes lead source performance and optimizes BDC workflows.
- Conducts regular script and communication reviews to enhance customer engagement.
- Tracks and reports on lead to appointment show rate and appointment to sold conversion ratios.
- Conducts ongoing training including role plays CRM process training and performance reviews.
- Coordinates reengagement campaigns for unsold leads and supports servicetosales pipeline initiatives.
- Ensures compliance with all communication regulations and brand standards.
- Downloads customer lists from Mercedes and other sources into the CRM.
- Runs daily/weekly/monthly BDC Department reports according to predetermined metrics and tracks results.
- Records and listens to actual customer/CSR calls. Counsels and trains coordinators through reviewing recorded and live calls and outcomes.
- Determines customers to contact based on marketing incentives and ownership data.
- Helps develop improvement plans.
- Assures scheduled appointments have been confirmed
- Monitors email and text contacts and appointment to lead percentages daily.
- Updates and purifies customer records.
SUPERVISORY RESPONSIBILITIES
Manages a staff of 4 employees who are employed in a sales capacity. Is responsible for the overall direction coordination and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws. Responsibilities include interviewing hiring and training employees; planning assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
QUALIFICATIONS
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED). Two to four years related experience.
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before customers or employees of organization.
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts interest commissions proportions and percentages. Ability to apply concepts such as fractions percentages ratios and proportions to practical situations.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
CERTIFICATES LICENSES REGISTRATIONS
Valid Drivers License
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job the employee is regularly required to sit finger handle and feel; talk and hear; reach with hands and arms.
Specific vision abilities required by this job include close vision depth perception and the ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Business office environment. The noise level in the work environment is usually moderate.
Mercedes Benz of San Antonio is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability or protected veteran status. If you need a reasonable accommodation for any part of the employment process please contact us by email at and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a casebycase basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email.
Required Experience:
Manager
Employment Type
Full-Time
