Internet Specialist

Position Summary

This role serves as the first point of contact for online prospects, converting inbound digital leads into showroom appointments through professional communication, proactive follow-up, and consultative selling techniques. The ideal candidate combines exceptional phone and digital communication skills with a strong command of CRM technology to maximize lead conversion rates and support overall dealership sales objectives.

Key Responsibilities

Lead Management & Conversion

• Monitor and promptly respond to all internet leads received through the dealership website, third-party automotive portals, and digital marketing channels
• Contact prospective customers via phone, email, and text within established response-time benchmarks to maximize engagement
• Qualify leads, identify customer needs, and schedule in-store appointments for the sales team
• Follow up consistently with unconverted leads using structured multi-touch cadences to maximize pipeline conversion
• Track all lead activity, contact attempts, and appointment outcomes accurately in the CRM system

Phone & Customer Communication

• Deliver professional, enthusiastic, and consultative outbound and inbound calls in a high-volume environment
• Communicate vehicle availability, pricing, promotions, and financing options clearly and persuasively
• Overcome objections confidently while maintaining a customer-first approach
• Represent the dealership brand professionally across all communication channels

CRM & Reporting

• Maintain accurate and up-to-date customer records, lead statuses, and activity logs within the dealership CRM platform
• Generate and review lead performance reports to identify trends, gaps, and improvement opportunities
• Collaborate with the Sales Manager and marketing team to refine lead-handling processes and scripts
• Ensure compliance with all data privacy and consumer contact regulations (e.g., TCPA, CAN-SPAM)

Required Qualifications

• High school diploma or GED required; associate’s or bachelor’s degree preferred
• Minimum 1–2 years of experience in a BDC, call center, automotive sales, or customer-facing sales role
• Demonstrated excellence in telephone communication, including outbound cold calling and inbound lead handling
• Proficiency with a dealership or enterprise CRM platform (e.g., VinSolutions, DealerSocket, Reynolds & Reynolds, Salesforce, or equivalent)
• Strong written communication skills for professional email and text correspondence
• Ability to multitask, prioritize, and perform in a fast-paced, metrics-driven environment
• Self-motivated with a results-oriented mindset and a commitment to hitting appointment and conversion targets

Preferred Qualifications

• Previous automotive dealership BDC or internet sales department experience
• Familiarity with third-party lead sources such as Cars.com, CarGurus, AutoTrader, or TrueCar
• Experience with digital marketing tools, chat platforms, or social media lead management
• Knowledge of automotive financing, trade-in valuation, or vehicle inventory management
• Bilingual communication skills (English/Spanish or other languages) are a plus

Core Competencies

Communication & Interpersonal Skills

Phone presence, active listening, persuasion, written communication

Technology Proficiency

CRM systems, email platforms, digital lead tools, basic reporting

Sales Drive & Accountability

Goal orientation, KPI ownership, resilience, follow-through

Organization & Time Management

Lead prioritization, schedule management, detail orientation

Work Environment & Schedule

• On-site position within the dealership
• Full-time schedule; may include evenings, weekends, and holidays based on dealership operating hours
• High-volume phone and digital communication environment requiring extended periods of phone and computer use