Job Summary
Liberty Buick is seeking a customer-focused and results-driven Sales Associate – Live Chat Support to engage with online visitors, answer inquiries, and help convert website traffic into dealership appointments and sales opportunities. The ideal candidate has excellent written communication skills, a positive attitude, and the ability to provide exceptional customer service in a fast-paced environment.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via live chat.
- Assist customers with questions about new and pre-owned vehicle inventory, pricing, financing, promotions, and dealership services.
- Qualify leads by gathering customer information and identifying their vehicle needs.
- Schedule sales appointments for customers with dealership sales consultants.
- Follow up with online leads through chat, email, text, or phone as appropriate.
- Maintain accurate customer records and interaction notes in the dealership's CRM system.
- Provide accurate information while ensuring a positive and engaging customer experience.
- Collaborate with the sales, finance, and service departments to address customer needs.
- Meet or exceed lead response time, appointment-setting, and customer satisfaction goals.
- Stay up to date on current vehicle models, features, incentives, and dealership promotions.
Qualifications
- High school diploma or equivalent; associate's or bachelor's degree is a plus.
- Previous experience in customer service, sales, live chat, or call center support preferred.
- Excellent written communication, grammar, and typing skills.
- Strong interpersonal and problem-solving abilities.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Proficiency with CRM systems, live chat platforms, and Microsoft Office or Google Workspace.
- Ability to work flexible schedules, including evenings, weekends, and holidays as needed.
- Automotive dealership experience is a plus but not required.
Preferred Skills
- Strong sales and customer relationship-building skills.
- Active listening and needs assessment.
- Attention to detail and accuracy.
- Professional, friendly, and customer-first attitude.
- Ability to work independently and as part of a team.
- Comfortable working in a performance-driven environment with measurable goals.
Performance Metrics
- Live chat response time.
- Customer satisfaction (CSAT) scores.
- Lead conversion rate.
- Appointment-setting rate.
- Sales opportunities generated.
- CRM data accuracy and follow-up compliance.
Benefits
- Competitive salary plus performance incentives (where applicable).
- Health, dental, and vision insurance.
- Paid time off and holidays.
- Retirement savings plan (401(k), if offered).
- Employee discounts.
- Paid training and career advancement opportunities.
- Supportive team environment.