ESales Agent - Mountain States Toyota

Job Title: eSales Agent

Department: Operations

The eSales Agent is responsible for engaging with customers who are contacting the dealership with the interest of purchasing a new and/or pre-owned vehicle. Their ultimate goal is to generate sales appointments and drive customers to the dealership. The agent will handle internet inquiries and phone calls, establishing contact and a great first impression with our customers. The eSales Agent’s responsibility is to deliver a premium customer experience by responding to inquiries in a prompt, professional, accurate and courteous manner.

This highly accountable position uses lead management tools and CRM software to manage the initial guest engagement process. This position will be trained to understand all products and services offered at the dealership, along with current inventory, finance and incentive programs. The agent will receive continuous training in exceptional customer service, sales tactics, overcoming objections, and developing customer relationships.

The eSales Agent will report to the Traffic Manager, if applicable, or Sales Manager. Compensation is tied to appointment and sales performance.

Duties and Responsibilities:

· Answer inbound phone calls, internet inquiries, and chats

· Provide guests with timely, relevant responses to address customer questions and needs

· Facilitate providing guests price and purchasing information

· Provide payment options and quotes

· Generate sales and acquisition appointments

· Manage organizers to stay up to date with follow up of all active guests

· Adhere to specific outreach cadence required for new inquiries

· Maintain a thorough understanding of KPIs