BDC Team Lead: Coaching, CRM & Appointments

Workstream; Downey (CA); On-site; USD 48,000 - 70,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Prescription Insurance

Life Insurance

401(k) Plan

Career Advancement

Job summary

Penske Toyota is seeking a BDC Team Leader to support daily Business Development Center operations and mentor BDC Representatives. The role focuses on customer communications, appointment scheduling, CRM follow-up, and performance monitoring to boost department productivity.

You will collaborate with Sales, Service, and Management, ensure consistency of processes, and help train new team members while maintaining a high standard of customer service.

Qualifications

• Customer service experience required.
• Leadership, coaching, or training experience preferred.
• Strong verbal and written communication skills.
• Comfortable working with CRM systems, phone systems, email, and Microsoft Office applications.

Responsibilities

• Answer inbound sales and service calls and assist customers with inquiries.
• Make outbound calls for appointment scheduling, confirmations, service reminders, missed appointments, follow-up campaigns, and other customer care initiatives.
• Respond to customer inquiries in a timely and professional manner.
• Schedule, confirm, and reschedule sales and service appointments.
• Accurately document customer interactions, appointments, and follow-up activity in the CRM.
• Complete assigned CRM tasks and follow-up activities within established timelines.
• Follow approved scripts, processes, privacy requirements, and communication policies.
• Assist with onboarding and training new BDC Representatives.
• Provide ongoing coaching, support, and guidance to existing team members.
• Monitor call quality, CRM activity, daily tasks, and team productivity.
• Assist the BDC Manager with daily workflow, task assignments, and department coverage.
• Help resolve customer or operational concerns and elevate issues when appropriate.
• Serve as the day-to-day point of contact for the BDC team when the BDC Manager is unavailable.
• Work collaboratively with Sales, Service, Parts, and management.

Skills

Leadership

Customer Service

Communication

Team Coaching

Multitasking

Tools

CRM systems

Phone systems

Microsoft Office

Job description

Penske Toyota is seeking a BDC Team Leader to support daily Business Development Center operations and mentor BDC Representatives. The role focuses on customer communications, appointment scheduling, CRM follow-up, and performance monitoring to boost department productivity.

You will collaborate with Sales, Service, and Management, ensure consistency of processes, and help train new team members while maintaining a high standard of customer service.