Call Center Sales & Appointment Specialist

Description

The Sales Business Development Representative (BDC) serves as the first point of contact for customers responding to phone calls, internet inquiries, marketing campaigns, and sales opportunities. This position is highly focused on outbound calling, appointment setting, lead management, customer follow-up, and sales support.

Success in this role is measured by call volume, appointments scheduled, appointment show rates, customer engagement, and overall contribution to dealership sales growth.

Key Responsibilities

• Handle a high volume of inbound and outbound customer calls.
• Respond promptly and professionally to internet and phone leads.
• Schedule, confirm, and manage showroom sales appointments.
• Follow dealership call guides, processes, and communication standards.
• Contact prospective customers through phone, email, and text campaigns.
• Build rapport, identify customer needs, and create interest in dealership products and services.
• Overcome customer objections and encourage appointment commitments.
• Maintain accurate and detailed customer records within the CRM system.
• Execute daily follow-up activities, marketing campaigns, and prospecting efforts.
• Make a minimum of 125 outbound calls per day.
• Consistently achieve 5–7 qualified appointments daily.
• Meet or exceed daily, weekly, and monthly performance goals.
• Work closely with the sales team to maximize appointment attendance and sales opportunities.
• Provide exceptional customer service throughout every customer interaction.
• Perform additional duties as assigned by management.

Requirements

• Previous call center, BDC, inside sales, telemarketing, appointment-setting, or customer service experience preferred.
• Automotive industry experience is a plus but not required.
• Excellent verbal communication and phone skills.
• Strong customer service and relationship-building abilities.
• Ability to work in a fast-paced, high-volume environment.
• Comfortable making a large number of outbound calls daily.
• Strong objection-handling and sales skills.
• Excellent organizational skills and attention to detail.
• Proficiency with computers and CRM software.
• Ability to multitask while maintaining accuracy and professionalism.
• Goal-oriented mindset with a strong desire to achieve performance targets.
• Positive attitude, strong work ethic, and dependable attendance.
• Ability to work evenings, Saturdays, and flexible schedules as needed.

Performance Expectations

• Minimum of 125 outbound calls daily.
• Schedule 5–7 qualified appointments per day.
• Maintain accurate CRM documentation and follow-up activities.
• Meet appointment-setting, show-rate, and conversion goals.
• Contribute to dealership traffic, customer retention, and sales growth.