Mercedes BDC Agent Fort Mitchell, KY

Jeff Wyler Automotive Family; Fort Mitchell (KY); On-site; USD 32,000 - 52,000; Full time

Job summary

Jeff Wyler Mercedes-Benz Fort Mitchell is seeking a motivated BDC Agent to be the first point of contact for luxury clients. You will respond to internet, phone, text, chat, and email inquiries with a concierge-level experience and build trust with Mercedes-Benz prospects.

You will schedule qualified showroom appointments, manage leads from multiple sources, and follow up to maximize show rates and conversions, while collaborating with Sales Managers and Product Specialists to ensure smooth

Qualifications

• Previous automotive BDC, sales, hospitality, or customer service experience preferred.
• CRM experience preferred; excellent communication skills and professional appearance essential.
• Valid driver's license and ability to work evenings and Saturdays as scheduled.

Responsibilities

• Respond promptly to internet, phone, text, chat, and email inquiries.
• Deliver concierge-level customer experience with every interaction.
• Build rapport and establish trust with Mercedes-Benz clients.
• Qualify customer needs and guide them toward the appropriate vehicle or department.
• Schedule qualified showroom appointments for the sales team.
• Confirm appointments and maximize appointment show rates.
• Conduct follow-up communication before and after appointments.
• Re-engage missed opportunities and unsold prospects.
• Manage leads from various sources and maintain CRM records.
• Follow dealership communication processes and cadence.

Skills

CRM experience

Phone skills

Customer service

Sales awareness

Tools

CRM software

Job description

BDC Agents!

Job Details

Job Location: 36-Fort Mitchell Mercedes - Fort Mitchell, KY 41011

Position Summary

At Jeff Wyler Mercedes-Benz of Fort Mitchell, excellence is our standard. We are seeking a highly motivated, customer-focused Business Development Center (BDC) Representative who is passionate about delivering an exceptional luxury client experience from the very first interaction.

As the first point of contact for many of our clients, you will represent one of the world's most prestigious automotive brands while creating meaningful relationships that drive sales, customer satisfaction, and lifelong loyalty.

This position is ideal for professionals who thrive in a fast-paced environment, enjoy helping people, possess exceptional communication skills, and are driven by performance-based rewards.

What You'll Do

Customer Engagement

• Respond promptly to all internet, phone, text, chat, and email inquiries.
• Deliver a concierge-level customer experience with every interaction.
• Build rapport and establish trust with prospective Mercedes-Benz clients.
• Qualify customer needs and guide them toward the appropriate vehicle or department.

Appointment Generation

• Schedule qualified showroom appointments for the sales team.
• Confirm appointments and maximize appointment show rates.
• Conduct follow-up communication before and after appointments.
• Work proactively to re-engage missed opportunities and unsold prospects.

Lead Management

• Manage leads from Mercedes-Benz, dealership websites, third-party providers, social media, referrals, and phone traffic.
• Ensure every lead receives timely and professional follow-up.
• Maintain accurate customer records and activity within the CRM.
• Follow dealership communication processes and cadence consistently.

Customer Follow-Up

• Contact previous customers regarding vehicle upgrades, lease maturities, equity opportunities, and special events.
• Execute long-term follow-up campaigns that create future sales opportunities.
• Maintain relationships that enhance customer retention and loyalty.

Team Collaboration

• Work closely with Sales Managers and Product Specialists to ensure seamless customer handoffs.
• Communicate customer expectations clearly to the sales team.
• Support dealership marketing initiatives and special promotions.

Performance Expectations (KPIs)

• Lead Response Time
• Contact Rate
• Appointment Set Rate
• Appointment Show Rate
• Sold Appointment Rate
• Customer Satisfaction Scores
• CRM Accuracy & Compliance
• Follow-Up Completion
• Outbound Call Activity
• Email & Text Engagement
• Daily Productivity Metrics

Qualifications

• Previous automotive BDC, sales, hospitality, or customer service experience preferred
• Luxury retail or hospitality experience is a plus
• CRM experience preferredexcellent computer skills
• Strong phone presence
• Professional appearance and demeanor
• Valid driver's license
• Ability to work evenings and Saturdays as scheduled