Title: CRM Representative

Req ID: 945

Description:

Job Overview

The CRM Representative is responsible for managing and optimizing our customer database to drive sales and enhance owner loyalty. You will handle lead management, follow-up communications, and data integrity within our Customer Relationship Management (Management) system. Your goal is to turn "leads" into "lifelong customers" by providing timely, personalized, and professional communication.

Key Responsibilities

Promptly respond to internet and phone inquiries, qualifying leads and scheduling appointments for the sales and service departments.
Maintain an accurate and up-to-date database by logging all customer interactions, updating contact information, and cleaning duplicate records.
Execute follow-up cycles (calls, emails, and texts) for post-purchase "thank yous," service reminders, and lease-end notifications.
Act as the first point of professional contact, answering questions about vehicle inventory, pricing, and dealership services.
Track daily activity metrics (outbound calls, appointments set, and show rates) to help the management team identify trends and opportunities.
Work closely with Sales Consultants and Service Advisors to ensure a seamless handoff for every customer.

Qualifications

At least 1–2 years of experience in customer service, telemarketing, or a BDC (Business Development Center) environment. Automotive experience is a major plus.
Proficiency with Microsoft Office Suite.
Exceptional verbal and written communication skills with a professional "phone voice" and strong active listening abilities.
A disciplined approach to data entry and the ability to manage multiple tasks without losing track of follow-ups.
A positive attitude and the ability to handle objections or difficult customer inquiries with grace and empathy.
Education: High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.