Internet Sales Manager

Job Description

The Business Development Manager leads a team of Business Development Agents who engage customers, build relationships and schedule dealership appointments to purchase new and pre-owned vehicles. This team handles specific customer needs and delivers exceptional service to them.

The Manager is a hands-on leader, coach, mentor and motivator. A proactive “can do” approach is essential to success in this role. The manager must be goal driven, guiding agents to achieve daily, weekly and monthly appointment set-show-sold targets. Attention to detail and daily block-and-tackle activities are key attributes. Outstanding communications skills and TEAM focus are critical skills. This role entrusts huge traffic and sales opportunities to the manager and team - expectations to achieve appointment performance targets are very high.

The agent team handles incoming customer inquiries from phone, email and online chat channels. Agents also engage customers with outbound phone, email and text communications. An outgoing, friendly personality coupled “yes” attitude is critical to success in the agent role. Agents work in a TEAM culture, where dealership associates support each other and work together to achieve appointment and sales goals.

The Manager must ensure agents are highly skilled in telephone, email, chat and text communications. Training involves hands-on coaching, classroom curriculums and product/sales training with the dealership sales team. An emphasis is placed on “show and do” with agents, coupled with constant support and positive reinforcement. Best Practices, process execution and time management are critical to grow and sustain agent skills.

Customer contact activities are guided by a Customer Relationship Management (CRM) tool. The Manager and agents constantly interact with CRM software, processing their activities and documenting their contacts. Customer follow-up schedules, email templates, and phone and chat scripts empower an agent to serve customer needs and set high quality dealership appointments.

The ideal candidate is highly self-motivated, with management and leadership experience. Our Manager must be a true “people person”, driving the team to engage customers and achieve performance targets. Automotive retail sales and sales management is required. A thorough knowledge of automotive CRM applications is required. He or she must have a pleasant and courteous personality, strong administrative and organizational skills, exceptional phone and computer skills, and excellent TEAM building skills.

KEY RESPONSIBILITIES

Understand and apply the Rafih Auto Group commitment to exceptional customer satisfaction.

Leadership, management and coaching. Must invest TIME to develop a team of high performing agents. Coach agents to GROW each day.

Sales driven. Achieve performance goals: Appointments set, show, sold.

Hands on customer contact. Incoming sales calls, Internet/Online inquiries and chat requests. Engage customers, provide requested information and handle all needs.

Ensures agents execute ongoing (and relentless) customer follow-up.

Team focus, willing to work with ALL associates in a collaborative work setting.

Utilize a CRM tool to schedule work activities, document customer contacts, etc.

Coordinates questions and issues with the appropriate department personnel.

Manages all required paperwork and records.

Maintain an owner follow up system that encourages repeat and referral business and contributes to customer satisfaction.

Continually learn about product updates, features, accessories, inventory and their benefits to the customer.

Attend training sessions and meetings as required.

Follow all company policies and procedures.

Performs other duties as assigned

Demonstrates behaviors consistent with the Company’s Values in all interactions with customers, co-workers, and vendors

QUALIFICATIONS

2+ years automotive and Internet sales experience required. Sales management experiance a plus.

Leadership, management, coaching and training experience required.

Exceptional telephone and written communication skills required.

Exceptional time management and multi-tasking skills required.

High school diploma or GED required; post high school education preferred

Willing to work in the greater Cleveland, OH area.

Strong computer and Internet skills, including Microsoft Office suite

Must be able to work nights and Saturdays as scheduled.

Must be friendly, helpful, inquisitive, with an outgoing “can do” attitude.

Driven, with passion and confidence to be successful. Self-starter and motivator.

An ability to work in a team and process driven environment.

Excellent customer satisfaction skills.

Professional appearance and HUGE work ethic.

Full-time