The Toyota BDC Lead drives outbound sales and service growth by actively contacting existing lead lists, re-engaging past customers, and generating new business opportunities. This hands-on role combines high-volume proactive outreach with operational support, focusing on customer retention, Toyota Loyalty & Engagement (TLE), ToyotaCare renewals, and providing flexible coverage for the dealership’s Rental Department as needed.
Targeted Outbound Outreach: Proactively make high-volume outbound calls, texts, and emails using lead lists to book service appointments and generate dealership business.
Database & Campaign Mining: Work targeted customer lists, including lost-souls, declined/deferred services, recall notifications, etc.
TLE Focus: Drive appointment volume for TLE and quick-service operations, maximizing shop throughput and customer turnaround speed.
ToyotaCare & Prepaid Maintenance: Educate guests on remaining ToyotaCare coverage, extended service plans, and routine maintenance intervals to boost loyalty and retention.
Customer Retention Campaigns: Re-engage inactive or lost customers through personalized follow-ups, promotional offers, and service reminders.
Rental Department Assistance: Serve as a secondary contact for the Toyota Rental Car (TRAC) department as needed—assisting with customer check-ins/check-outs, agreement processing, and vehicle readiness.
Service Department Synchronization: Work closely with Service Advisors, Parts, and Express Service teams to ensure accurate appointment scheduling based on shop capacity and parts availability.
Guest Experience: Provide a warm, professional, and helpful touchpoint for every guest, bridging the gap between initial contact and on-site service arrival.
Meet or exceed individual outbound activity targets, including call volume, appointment conversion, and appointment show rates.
Maintain up-to-date knowledge of Toyota products, maintenance schedules, warranty programs, and active dealership promotions.
Participate in daily/weekly BDC strategy huddles and training sessions.
Perform other duties and cross-departmental coverage as assigned by management.
Experience: Prior experience in an automotive BDC, call center, or customer-facing outbound sales role (Toyota experience strongly preferred).
Technical Skills: Proficiency with automotive CRM platforms (e.g., VinSolutions, Elead, Xtime) and phone management systems.
Communication: Exceptional verbal and written communication skills with a confident, friendly telephone manner.
Flexibility: Ability to multitask, pivot between outbound calling and rental department coverage, and thrive in a fast-paced environment.
Mindset: Target-driven, self-motivated, and committed to high-quality customer service.