BUSINESS DEVELOPMENT REPRESENTATIVE

• Position: Business Development Representative The role of the Business Development Representative (BDR) is to schedule service appointments for all Murphy Auto Group dealerships. This is done by utilizing a variety of tools and technologies. Inbound call handling and outbound calls (customer outreach) are critical to achieving success as a BDR. The BDR also monitors various communication tools that assist in the appointment scheduling process. BDRs are required to communicate in a professional manner and provide outstanding customer service both externally (customers) and internally (teammates). BDRs must attend all scheduling training and utilize dealership tools and databases. Timeliness and accountability (attendance) are critical components in this role. Inbound Call Handling o Receive inbound phone calls and online inquiries for the Service Departments of all Murphy Auto Group dealerships o Respond quickly and answer all customer questions to secure service appointments o Schedule service appointments as instructed and maintain customer records o Maintain high customer show rates for scheduled appointments o Connect customers with appropriate dealership personnel as necessary o Ensure low customer hold times and provide outstanding customer service

Outbound Call Handling o Execute daily outbound calls to customer lists as assigned o Use precise scripts provided by the dealership when responding to guest inquiries and issues to satisfy the dealership and manufacturer goals o Prospect for repeat customers within dealership databases and conduct outbound cold calls to secure appointments o Execute reminder calls to ensure industry leading customer show rates for set appointments o Execute missed appointments calls to reschedule when applicable o Execute warranty and recall communications on behalf of dealerships o Follow all company directives regarding the National Do Not Call List and the Privacy Act o Project a warm and helpful approach to enhance public perception of Murphy Auto Group

Technologies & Training o Collect and track all guest information as directed and record it appropriately into the BDC database(s) o Utilize all departmental and dealership tools as assigned o Leverage communications technologies to respond to customer inquiries in a timely fashion o Attend departmental and dealership meetings; perform additional tasks as directed by management o Maintain & communicate to our guests a high level of product & inventory expertise o Maintain knowledge of and communicate sales specials and promotions

Teamwork & Professional Standards o Arrive consistently and on time to scheduled shifts o Work together with other Sales & Service BDC Representatives in a team-based atmosphere o Communicate with dealership management or front-line workers on behalf of guests o Maintain client relationships by identifying sales leads among new and existing customers o Demonstrate integrity in reporting and quality of work produced o Other duties as assigned

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