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Description
Department: Sales / BDC
Reports To: Sales Manager / GSM
Position Summary
The CRM Coordinator is responsible for ensuring every customer inquiry receives a timely response and every opportunity is properly worked in the CRM. This role serves as a point of contact when sales reps are unavailable, off shift, or actively engaged with other customers ensuring no lead, walk-in, or follow-up task falls through the cracks.
Requirements
Key Responsibilities
- Respond promptly to incoming customer inquiries (phone, text, email, internet leads) when the assigned sales rep is off or occupied
- Set and confirm sales appointments, ensuring accurate scheduling in the CRM (DriveCentric)
- Perform ongoing follow-up with customers who haven't completed the sales process including unsold showroom traffic, pending deals, and aged leads
- Log all customer interactions accurately and in real time within the CRM
- Coordinate with sales managers and reps to hand off "hot" or ready-to-buy customers appropriately
- Maintain a professional, friendly, and helpful tone in all customer communication, representing the dealership well in every interaction
Success Metrics
- Response time to customer inquiries
- Appointment show rate
- CRM logging accuracy/completeness
- Follow-up task completion rate
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