DOW HONDA IS LOOKING FOR A FULL-TIME BUSINESS DEVELOPMENT LEAD FOR OUR SERVICE DEPARTMENT.

The Business Development Lead (BDL), acting as a liaison, works directly with the Service Department and the Parts Department. The BDL in the dealership contributes by engaging in a leadership-based critical role in driving customer outreach engagement, in-person and incoming electronic media service bookings, special order parts tracking, maximizing service opportunities, and customer experience follow-up.

SKILLS & QUALIFICATIONS:

· Strong communication and interpersonal skills (both written and verbal)
· Excellent organizational skills and attention to detail.
· Comfortable using CRM, scheduling, and dealership management software.
· Customer-first mindset with a sales-driven approach.
· Prior experience in an automotive dealership or service environment is an asset.

· Customer Outreach & Retention: Proactively oversee and contact established dealership customers for overdue services, previously declined services, and current service promotions.
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· Appointment Generation: Oversee the progress and completion of appointment request voicemail call backs, text messages via internal CRM, and dealership chat-based platform.
· No-Show Appointments: Contact customers who have missed appointments and assist booking a secondary follow-up appointment.
· Service Campaign Promotion: Contact customers to schedule service appointments for outstanding recalls and warranty extensions.
· Special Order Parts (SOP): Monitor all front-line/service counter generated SOP requests closely to monitor order status and arrival notifications. Promptly contact the customer to generate a service appointment to schedule installation. Maintain accurate records of all contact methods and timing. Inform the Parts Department immediately of SOP cancellations to minimize delays and dealership
absorbed shipping costs. Follow-up with the Parts Department for ETA updates on all frontline/service counter backordered parts.
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· Customer Experience Index (CXI): Contact customers after service to thank them for their business and ensure complete satisfaction with their most recent visit. Report to the Service Manager about any negative feedback or outstanding unresolved issues.
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