Job Data
Job Title: Business Development Center Representative (BDR)
Department: Sales Department
Supervisor: Business Development Center Manager (BDM)

Summary Description

The BDR will be responsible for follow up on internet leads, inbound calls, unsold showroom traffic and targeted campaign customers. The BDR will be responsible for scheduling appointments from all lead sources and diligent follow up throughout the process.

Key Results Areas

• Sales Department Operations
• Customer Service

Major Duties and Responsibilities

1. Sales Department Operations

• Responsible for managing leads and maintaining a minimum daily production expectation as far as call volume and scheduled appointments.
• Meeting dealership customer satisfaction standards.
• Follow up and set appointments for internet leads, phone ups and unsold showroom traffic from all four locations (Boston, Seacoast, Rochester, Big Moose, and Twin States H-D)
• Provide a prompt, dependable, high quality experience to all customers in the motorcycle sales department.
• Work with BDM and Sales Manager to ensure individual and department sales goals are met.
• Conduct business in a variety of traditional and non-traditional methods, such as email, telephone, text, chat and video.
• Show each customer advantages of Seacoast Harley-Davidson, Harley-Davidson Shop of Rochester, Twin State Harley-Davidson, Big Moose Harley-Davidson and Boston Harley-Davidson versus other competitors.
• Follow procedures to ensure timely and proper completion of workflow in the CRM.

2. Customer Service

• Reply/greet new customer inquiries immediately, in a courteous and friendly manner.
• Handle internet and phone leads quickly, and courteously.
• Ensure customers are properly qualified for needs, wants, and ability to buy.
• Practice a feature / benefit selling methodology so that all customers receive consistent treatment when doing business.
• Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”. Pass all complaints on to the BDM.
• Cultivate prospects (e.g., showroom customer follow-up, phone-in inquiries, past owners, etc.)
• Attend training sessions as assigned to maintain dealership performance standards.

3. Other Duties

• As Assigned

Supervisory Responsibilities

• None

Commitments

• Must have a passion for the Motorcycle industry.
• Commitment to a smooth business development center sales process.
• Treat all employees and customers fairly, courteously, and with dignity.
• Model superior customer service behavior for all sales personnel by maintaining positive relationships with customers, employees GM and owner(s).
• Remain current with all Sales department training available by reviewing ProSell & P.A.C.E. tapes and attending seminars, workshops, and other related training programs assigned by the BDM.
• Be prompt and available for flexible scheduling.
• Be honest and fair in all business dealings.
• Continually learn more about the products and services you sell. Stay current on motorcycle trends and selling features.

Qualifications & Job Requirements:

• Must be comfortable on the phone.
• Must be comfortable using scripts and word tracks.
• Must have the ability to get along with a broad customer base.
• Previous motorcycle sales experience, BDC experience preferred.
• Proficiency with computer applications including e-mail, video, and CRM.
• Candidate must be well organized and be able to multi-task.
• Exceptional verbal & written communication skills, and an enthusiastic attitude
• High energy level.
• Excellent follow-through skills
• Must be able to work effectively with all areas of the dealership to maximize both the buying experience for the customer and the profitability of the dealership.
• Knowledge and experience with Harley-Davidson motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them.

Physical Demands

• The noise level in the work environment is occasionally loud.
• Occasionally requires the ability to balance and push a 900 lb. motorcycle.
• Required to spend the majority of the day on your feet.

Working Conditions

• Is potentially exposed to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle service department.
• Occasionally, exposed to exhaust fumes or other airborne particles.