Bert Ogden Internet Representative Mazda Subaru Volvo

SUMMARY

The Internet Representative supports the dealership’s Business Development Center by responding promptly to online, phone, text, email, and chat inquiries, engaging prospective customers, and converting leads into scheduled showroom appointments. This role is responsible for delivering a professional first impression, providing accurate vehicle and dealership information, maintaining consistent follow-up, updating customer records in the CRM, and helping create a positive customer experience from initial contact through appointment confirmation.

ESSENTIAL DUTIES

• Respond to internet leads, phone calls, texts, emails, and chat inquiries in a timely and professional manner.
• Contact prospective customers to answer questions, provide vehicle information, confirm inventory availability, discuss pricing or incentives when appropriate, and encourage next steps.
• Schedule, confirm, and follow up on sales appointments, including no-show appointments and unsold opportunities.
• Maintain accurate customer information, communication notes, appointment details, and follow-up activity in the CRM and related dealership systems.
• Conduct inbound and outbound follow-up calls for internet leads, phone inquiries, prior showroom visits, service customers, anniversary contacts, birthday follow-ups, and buy-back opportunities.
• Use approved scripts, email templates, text messages, and dealership resources to provide clear communication and consistent customer experience.
• Send appointment reminders, dealership direction links, vehicle information, inventory links, credit application options, and other helpful resources as needed.
• Monitor and respond to Gubagoo, Facebook Messenger, and virtual retail notifications; collect customer contact information and push appointments to the CRM when scheduled.
• Support equity mining and service-to-sales opportunities by contacting customers and identifying potential vehicle purchase or trade-in interest.
• Meet monthly activity and performance expectations, including appointment-setting, shown appointments, sold units, calls, texts, and emails.
• Complete required OEM Internet Representative certification and participate in ongoing training to stay current on dealership processes, products, promotions, and customer service standards.
• Other duties as assigned

QUALIFICATIONS 

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Strong data entry and typing skills with a high level of accuracy.
• Excellent attention to detail and ability to manage multiple tasks efficiently.
• Basic understanding of relevant tools or concepts depending on the specific role.
• Strong organizational and communication skills

EDUCATION and/or EXPERIENCE

• A college degree in a related field is preferable but not required.
• Previous experience in a similar role or industry is a plus.
• Familiarity with digital tools, platforms, or industry-specific software is beneficial.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT  

• While performing the duties of this job, the employee is regularly required to talk or listen. The employee is regularly required to sit; use hands to finger, handle, or feel. 
• Duties are performed primarily at a desk in an office setting. Work includes frequent clerical and administrative responsibilities and interaction with managers and employees. 
• Prolonged periods of sitting. 
• Must be able to lift up to 20 pounds at times. 
• Occasional attendance at social gatherings. 
• Ability to travel occasionally.

CERTIFICATES, LICENSES, REGISTRATIONS 

• Valid Texas Driver's License 

OTHER REQUIREMENTS 

• Pass Background Check 
• Pass Drug Test 
• Must be 21 Years-Old or older 

EMPLOYMENT BENEFITS INCLUDE

• Paid Vacation and Holidays 
• 401(K) 
• Vision Insurance 
• Dental Insurance 
• Medical Insurance