CRM Coordinator Customer Follow-Up & Appointment Setting

Department: Sales / BDC 

Reports To: Sales Manager / GSM

Position Summary

The CRM Coordinator is responsible for ensuring every customer inquiry receives a timely response and every opportunity is properly worked in the CRM. This role serves as a point of contact when sales reps are unavailable, off shift, or actively engaged with other customers ensuring no lead, walk-in, or follow-up task falls through the cracks.

Key Responsibilities

• Respond promptly to incoming customer inquiries (phone, text, email, internet leads) when the assigned sales rep is off or occupied
• Set and confirm sales appointments, ensuring accurate scheduling in the CRM (DriveCentric)
• Perform ongoing follow-up with customers who haven't completed the sales process including unsold showroom traffic, pending deals, and aged leads
• Log all customer interactions accurately and in real time within the CRM
• Coordinate with sales managers and reps to hand off "hot" or ready-to-buy customers appropriately
• Maintain a professional, friendly, and helpful tone in all customer communication, representing the dealership well in every interaction

 Success Metrics

• Response time to customer inquiries
• Appointment show rate
• CRM logging accuracy/completeness
• Follow-up task completion rate