Join a Team That Values Your Talent & Ambition

An eliteBDC Agent is a customer-first professional responsible for delivering concierge-level experiences while driving measurable results for dealership partners. Agents progress through a structured development path beginning in Service,  advancing to the Bridge Team, and ultimately to Sales based on performance, certification, and business need.

Position Overview

An eliteBDC Agent is a customer-first professional responsible for delivering concierge-level experiences while driving measurable results for dealership partners. Agents progress through a structured development path beginning in Service, advancing to the Bridge Team, and ultimately to Sales based on performance, certification, and business need.

Career Path Structure

• Phase 1: Service Agent
• Phase 2: Bridge Team Agent
• Phase 3: Sales Agent
  

Progression is performance-based and requires meeting defined KPIs, QA standards, and Trainual certification requirements.

Core Responsibilities (All Agents)

• Deliver professional phone, text, email, and chat communication
•  Follow eliteBDC processes, scripts, and compliance standards
• Accurately document all activity in CRM and phone systems
• Represent dealership brands and eliteBDC with professionalism
• Participate in coaching, QA, and ongoing training
• Meet or exceed required KPIs
• Maintain attendance, schedule adherence, and reliability
  

Service Agent Duties

• Answer inbound service calls. Make outbound service calls on demand
• Schedule, modify, and confirm service reservations
• Capture customer and vehicle information accurately
• Execute outbound service follow-up campaigns on demand
• Reduce missed and abandoned calls
• Identify and document potential sales opportunities

Bridge Team Agent Duties

• Handle mixed inbound service and sales calls
• Identify sales intent during service conversations
• Warm-transfer or route qualified opportunities
• Support overflow from service and sales teams
• Maintain quality under multi-skill call environments
  

Sales Agent Duties

• Handle inbound sales calls and internet leads
• Conduct outbound follow-up on CRM and marketing leads
• Qualify customers and schedule sales reservations
• Execute follow-up cadences
• Support events, equity, and special campaigns
  

Training & Certification Requirements (Trainual LMS)

• New Hire Onboarding
• Service Certification
• Bridge Certification
• Sales Certification
• Ongoing refresher and compliance modules
  

Quality Assurance Standards

• Minimum QA passing score: 85%
• Failed audits require immediate coaching
• Repeated failures may result in corrective action

Key Performance Indicators

Service KPIs:

• Appointment conversion rate
• Missed call rate
• QA score
  

Bridge KPIs:

• Accurate routing
• Opportunity identification
• QA score

Sales KPIs:

• Appointment set rate
• Contact rate
• QA score

Professional Expectations

• Strong communication skills
• Coachability
• Attention to detail
• Ability to work in a fast-paced environment
• Team-first mindset

Advancement & Growth

Advancement is based on performance, certifications, QA results, and business needs. eliteBDC prioritizes internal growth opportunities.