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BDC / Loaner car Representative
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Pohanka Automotive Group
Capitol Heights, MD (In Person)
$46,862 Salary, Full-Time
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Job Description
BDC / Loaner car Representative Pohanka Automotive Group - 3.2 Capitol Heights, MD Job Details Full-time $21.41 - $23.65 an hour 19 hours ago Benefits Employee discount Qualifications Bilingual Managing teams in a customer support role Administrative experience Driver's License Supervising experience Customer relationship management Sales management systems proficiency Productivity software Phone etiquette Customer information system software Leadership Dealership experience Full Job Description Position Summary Pohanka Hyundai is seeking a highly motivated, energetic, and customer-focused BDC & Loaner Vehicle Specialist to lead our Business Development Center operations while overseeing the dealership's loaner vehicle program. This position plays a critical role in delivering an exceptional customer experience, driving service appointment growth, maximizing customer retention, and ensuring efficient management of our Hyundai loaner fleet. The ideal candidate is a natural leader who thrives in a fast-paced environment, loves helping customers, embraces technology, and inspires team members to perform at a high level every day. Key Responsibilities BDC Leadership & Customer Experience Supervise daily operations of the Service BDC. Lead inbound and outbound customer communications through phone, text, email, and online platforms. Ensure all customer inquiries are handled promptly, professionally, and accurately. Monitor appointment-setting performance and maximize service drive traffic. Review call quality, customer interactions, and appointment conversion metrics. Maintain high customer satisfaction standards while delivering a world-class experience. Work closely with Service Advisors and Managers to ensure smooth customer transitions. Loaner Vehicle Program Management Oversee all aspects of the Hyundai loaner vehicle fleet. Ensure proper vehicle check-in/check-out procedures are followed. Monitor fleet utilization and maximize loaner vehicle availability. Verify customer eligibility and compliance with dealership loaner policies. Coordinate vehicle maintenance, cleaning, fuel levels, and registration requirements. Monitor vehicle aging and mileage to support fleet replacement planning. Track loaner agreements, insurance documentation, and customer accountability. Minimize downtime and improve overall fleet efficiency. Administrative & Reporting Responsibilities Maintain accurate records and documentation. Generate weekly and monthly performance reports. Monitor appointment show rates, customer retention metrics, and loaner utilization. Identify process improvement opportunities and implement corrective actions. Support dealership marketing initiatives and customer outreach campaigns. Assist with special projects and customer service recovery situations as needed. Performance Expectations The successful candidate will: Create an exceptional customer experience on every interaction. Drive increased appointment volume and service retention. Maintain strong BDC conversion and appointment show rates. Achieve high loaner fleet utilization while minimizing downtime. Develop a positive, accountable, and performance-driven team culture. Consistently represent the Pohanka values of integrity, professionalism, and customer commitment. Qualifications Required Previous automotive dealership experience. Strong customer service and communication skills. Leadership or supervisory experience. Excellent organizational and multitasking abilities. Proficiency with dealership software, CRM systems, texting platforms, and Microsoft Office. Ability to work in a fast-paced environment while maintaining attention to detail. Valid driver's license with a clean driving record. Preferred Hyundai dealership experience. BDC management experience. Service department experience. Loaner fleet management experience. Knowledge of CDK, Kenect, TrueVideo, or similar dealership technology platforms. What Success Looks Like A successful BDC & Loaner Vehicle Supervisor is a leader who energizes the team, creates loyal customers, keeps appointments flowing into the service drive, and ensures every loaner vehicle is properly managed and available when customers need it most. This position directly impacts customer satisfaction, service department growth, retention, and the overall success of Pohanka Hyundai.