Customer Acquisition Consultant

Schumacher Automotive Group; West Palm Beach (FL); On-site; USD 35,000 - 52,000; Full time

Job summary

Schumacher Automotive Group in West Palm Beach, FL seeks a Customer Acquisition Consultant to manage a high-volume pipeline of inbound leads, chats, and calls. The role focuses on engaging customers, overcoming objections, and securing showroom appointments through phone, text, and email.

You will leverage CRM tools, perform multi-channel follow-up, and hand off qualified appointments to the sales team for a seamless showroom experience, with emphasis on timely responses and accurate data entry.

Qualifications

• Minimum high school diploma or equivalent.
• 1-3 years in sales, customer service, BDC, call center, or automotive dealership environment preferred.
• Experience with dealership CRM systems such as Elead, VinSolutions, DealerSocket, or similar platforms preferred.
• Excellent verbal and written communication skills.
• Strong time management and organizational abilities.
• Ability to work in a fast-paced, performance-driven call center environment.
• Valid driver's license and ability to work flexible hours, including evenings and weekends.

Responsibilities

• Lead conversion: Turn inbound internet leads, chat inquiries, and calls into showroom appointments.
• Build urgency and value to encourage dealership visits.
• Database mining: leverage CRM data to create fresh sales opportunities.
• Multi-channel follow-up: 80-100+ outbound touches across phone, text, and email.
• Maintain professionalism and customer-focused communication across platforms.
• CRM mastery: ensure accurate logging in VinSolutions.
• Collaborate with Sales to hand off confirmed appointments for a smooth customer experience.
• Rescheduling: track no-shows and initiate recovery campaigns.
• Additional duties as requested.

Skills

Lead conversion

Customer rapport

Objection handling

Verbal & written communication

Time management

CRM proficiency

Multitasking

Team collaboration

Education

High school diploma or equivalent

Associate's or Bachelor's degree in Business, Marketing, Communications, or related field

Tools

Elead CRM

VinSolutions

DealerSocket

Job description

Job Purpose

The Customer Acquisition Consultant will immediately manage a high-volume pipeline of inbound internet leads, chat inquiries, and phone opportunities within a fast-paced dealership office environment. The primary responsibility of this position is to leverage automotive sales and customer acquisition experience to overcome objections, build customer trust, and secure confirmed showroom appointments through phone, text, and email communication. This role is not a showroom sales position; the sole focus is customer engagement, appointment setting, lead conversion, and driving qualified traffic into the dealership.

Key Responsibilities

Primary Responsibilities:

• Lead Conversion: Turn fresh internet leads, chat inquiries, and inbound phone calls into confirmed showroom appointments using advanced phone scripts and personal closing techniques. Respond to customer inquiries quickly and professionally while maintaining dealership communication standards.
• Build urgency and value to encourage customers to visit the dealership.
• Database Mining: Actively mine our existing CRM database for equity positions, lease maturities, and past service customers to generate fresh sales opportunities.
• Multi-Channel Follow-Up: Maintain a high-volume daily workflow of 80-100+ outbound touchpoints utilizing synchronized phone, text, and email templates. Execute consistent follow-up processes to maximize appointment-setting opportunities and customer engagement.
• Maintain professionalism and customer-focused communication across all platforms.
• CRM Mastery: Maintain meticulous data hygiene in our dealership CRM VinSolutions, ensuring every customer touchpoint and future task is accurately logged.
• Collaboration: Seamlessly hand off confirmed appointments to floor Sales Managers to ensure a flawless customer transition upon arrival. Ensure customers receive a seamless transition and positive dealership experience upon arrival.
• Rescheduling: Actively track "no-show" appointments and execute immediate recovery campaigns to get buyers back on the schedule. Maintain consistent follow-up cadence until opportunities are fully worked or closed.
• Additional duties as requested.

Accountabilities

Lead Response Time

• Maintain an average lead response time of under 10 minutes for all inbound internet leads, chat inquiries, and phone and all other communications opportunities.
• Ensure prompt and professional communication with prospective customers to maximize engagement and appointment opportunities.
• Prioritize incoming leads based on dealership processes and urgency.

Lead-to-Appointment Conversion

• Converting a minimum of 25-30% of total leads into scheduled appointments.
• Utilize effective objection handling, relationship-building, and follow-up strategies to secure customer commitment.
• Maintain strong outbound communication activity levels including calls, text messages, and email follow-up efforts.

Appointment Show Rate

• Ensuring at least 50-60% of scheduled appointments physically walk through dealership doors.
• Confirm appointments through multi-channel communication including phone, text, and email reminders.
• Build value and customer confidence prior to appointment arrival to increase showroom traffic and customer commitment.

Sold Rate Performance

• Maximize the percentage of "shown" appointments that result in finalized vehicle deliveries.
• Effectively communicate customer needs, expectations, and deal information during handoff to Sales Managers and Sales Consultants.
• Support dealership sales goals by generating high-quality showroom traffic and properly qualified appointments.

Job Attributes

• Customer-Focused Mindset
• Goal-Oriented and Results Driven
• Strong Communication Skills
• Outgoing and Professional
• Organized and Detail-Oriented
• Tech-Savvy
• Self-Motivated
• Team Player
• Adaptable and Resourceful
• Positive Attitude

Qualifications

Key Skills/Experience/Qualifications:

• Strong ability to build rapport, overcome objections, and establish customer relationships.
• 1-3 years of experience in sales, customer service, BDC, call center, or automotive dealership environment preferred.
• Experience with dealership CRM systems such as Elead, VinSolutions, DealerSocket, or similar platforms preferred.
• Excellent verbal and written communication skills.
• Strong time management and organizational abilities.
• Ability to work in a fast-paced, performance-driven call center environment.
• Basic computer skills including Microsoft Outlook, Excel, and CRM software.
• Ability to multitask and manage a high volume of customer interactions.
• Valid driver's license and ability to work flexible hours, including evenings and weekends.

Physical Demands

• Majority of work is performed while sitting at a desk using a computer and telephone.
• Frequent use of hands and fingers for typing, data entry, phone usage, and handling paperwork.
• Constant verbal communication with customers and team members via phone and digital communication platforms.
• Must be able to hear and speak clearly.
• Must be able to read computer screens, digital documents, and printed materials.
• Occasionally may need to carry office materials, folders, or tablets.

Work Environment

• Professional office environment.
• Frequent interaction with customers by phone, email, text, and CRM communication platforms.
• Fast-paced and goal-oriented work environment with daily performance expectations.
• Majority of work is performed at a workstation utilizing a computer, headset, and telephone system.
• Work may involve collaboration between sales, finance, marketing, and management departments.

Education

• High school diploma or equivalent required.
• Associate's or Bachelor's degree in Business, Marketing, Communications, or related field preferred.