Sales Support Manager
| Company | Swickard Auto Group |
|---|---|
| Location | Las Vegas, NV, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- Bachelor’s degree or 5 years of related field experience preferred
- Proven experience in a managerial role, preferably within a Business Development Center, sales, or customer service environment
- Experience in the automotive industry is highly preferred
- Strong background in sales, telemarketing, or call center operations
- Experience with digital marketing campaigns and lead generation is a plus
- Exceptional communication skills (written, verbal, and interpersonal)
- Strong leadership and team-building abilities
- Excellent organizational and time management skills
- Proficiency in CRM software and Microsoft Office Suite (Word, Excel, Outlook)
- Analytical mindset with the ability to interpret data and make data-driven decisions
- Ability to work in a fast-paced, goal-oriented environment
- Problem-solving skills and a proactive approach
- Customer-focused with a strong commitment to delivering exceptional service
Responsibilities
- Recruit, hire, train, and onboard BDC Representatives
- Provide ongoing coaching, feedback, and performance evaluations to BDC team members
- Set clear goals, quotas, and key performance indicators (KPIs) for individual and team performance
- Motivate and inspire the BDC team to achieve and exceed targets
- Develop and implement training programs to enhance skills in customer service, sales techniques, product knowledge, and communication across various channels
- Establish and nurture strong relationships with dealerships to allow for open communication and collaboration
- Oversee the daily operations of the BDC department, ensuring efficient workflow and adherence to company policies and procedures
- Manage and track all incoming leads (internet, phone, chat, etc.) and ensure timely follow-up
- Develop and refine scripts and word tracks for inbound and outbound calls and digital communications
- Monitor call volumes, response times, and appointment setting rates
- Implement and optimize CRM (Customer Relationship Management) system usage for tracking interactions, managing leads, and analyzing data
- Ensure accurate and up-to-date customer information is maintained in the CRM
- Address and resolve customer complaints and escalations promptly and professionally
- Analyze BDC performance data, identify areas for improvement, and implement corrective actions
- Develop and execute strategic plans to optimize lead generation, conversion rates, and customer retention
- Collaborate with other dealership departments (Sales, Service, Marketing) to ensure alignment and a consistent customer journey
- Stay informed about industry trends, digital marketing strategies, and new technologies to continuously improve BDC effectiveness
- Prepare and present regular performance reports to dealership management
- Ensure all customer inquiries (phone, email, text, chat) are answered promptly, professionally, and accurately
- Confirm scheduled appointments and reschedule no-show appointments
- Inform customers of new launches, promotional offers, and dealership events
- Cultivate strong customer relationships and enhance overall customer satisfaction
Preferred Qualifications
- Experience in the automotive industry is highly preferred
- Experience with digital marketing campaigns and lead generation is a plus