Job Details

BDC Customer Experience Specialist - BMW of El Cajon

Non-Exempt

Job Summary:
The BDC Customer Experience Specialist is responsible for providing exceptional service to customers by responding to online inquiries, phone calls, and follow-up communication. This role plays a vital part in setting sales and service appointments, converting leads into showroom traffic, and ensuring a seamless, positive experience for every customer.

Essential Functions:

• Respond promptly to all inbound leads via phone, email, chat, and text in a professional and courteous manner.
• Make outbound calls to follow up with unsold showroom traffic, internet leads, and existing customers.
• Schedule sales and service appointments efficiently, ensuring proper handoff to sales and service teams.
• Maintain detailed and accurate records of all customer interactions in the CRM system.
• Build rapport with customers to understand their needs and deliver a consistent, high-quality experience.
• Track and achieve individual and team performance goals (calls made, appointments set, show rates, etc.).Communicate effectively with sales managers and service advisors regarding customer needs and appointment updates.
• Assist with follow-up campaigns including lease renewals, equity mining, service reminders, and CSI outreach.
• Maintain up-to-date knowledge of dealership inventory, promotions, and customer incentives.
• Support dealership goals in sales volume, customer satisfaction (CSI), and retention.
• Maintain satisfactory attendance.
• Performs other related duties as assigned.

Supervisory Responsibilities:

• None.

Qualifications:

Minimum Qualifications:

• Minimum of 1 year of customer service experience.
• Excellent verbal and written communication skills.
• Proficient in basic computer skills, including typing, email, and data entry.
• Strong organizational skills with the ability to manage multiple tasks and follow up promptly.
• Ability to lift up to 15 pounds.
• Ability to perform all essential functions of the job description.

Preferred Qualifications:

• 2 + years of experience in a BDC, dealership, or automotive customer service role.
• Familiarity with CRM systems such as VinSolutions, DealerSocket, Elead, or similar platforms.
• Experience handling high call volumes and multi-channel communication (phone, text, email, chat).
• Sales or appointment-setting experience in a fast-paced environment.
• Strong interpersonal skills with the ability to build rapport quickly over the phone.
• Comfortable learning new technology and working in a metrics-driven environment.

Physical Demands:

• Frequently stands, walks, sits; uses hands; frequently reaches with hands and arms; frequently talks and hears.
• Occasionally climbs or balances; occasionally stoops, kneels, crouches, squats or crawls; occasionally lifts up to 15 pounds.
• Prolonged periods sitting at a desk and working on a computer.

Environment/Noise:

• Office setting, typically within the sales department at a dealership.
• Climate controlled.
• Noise level is moderate.

Employee Benefits Include:

• Medical, Dental, & Vision Insurance
• Employer Paid Life Insurance
• Employer Paid AD&D
• 401k (with Employer match)
• Generous Vacation Package
• Inter-Company Transfers and Promotion Opportunities
• Tenure recognition and awards
• Vehicle Purchase Discount Program
• Vehicle Service Discount Program
• Golf Benefits at Maderas Golf Club (subject to qualification)

If you receive an offer of employment, it will be a conditional offer contingent on the successful completion of a pre-employment drug screen and background check.

Sunroad is committed to providing reasonable accommodations to qualified individuals with disabilities to ensure equal employment opportunities and access to all programs, services, and activities. If you require accommodations to participate in the application process or to perform the essential functions of the job, please contact the HR Department to discuss your needs confidentially. We will work with you to identify appropriate accommodations based on your specific circumstances and in compliance with applicable laws.

We are an Equal Opportunity Employer (M/F/D/V) and maintain a drug-free workplace. If you receive an offer of employment, it will be a conditional offer contingent on the successful completion of a pre-employment drug screen and background check.

Sunroad is an Equal Employment opportunity and Affirmative Action Employer. We are committed to providing equal opportunity in all of our employment practices, including selection, race (including traits historically associated with race such as hair texture and protective hairstyles such as braids, locks, and twists); religion; religious creed; religious dress/grooming; color; age (40 and over); sex; sexual orientation; gender; gender identity (meaning a person's identification as male, female, a gender different from the person's sex at birth, or transgender); gender expression (including a person's gender-related appearance or behavior, whether or not stereotypically associated with the person's sex at birth); national origin; ancestry; citizenship status; uniform service member status; military or veteran status; marital status; pregnancy; childbirth; medical conditions related to pregnancy, childbirth, or breast feeding; medical condition (including cancer related or HIV/AIDS related); handicap; physical disability; mental disability; genetic characteristics; genetic information; or any other protected status in accordance with the requirements of all federal, state and local laws. Our Equal Employment Opportunity Policy applies equally to interns and volunteers.