Service Appointment Team Lead

1 week ago

Sanford, United States BDC Orlando Full time

Overview:
Position Overview

The Service Appointment Team Lead reports to the Service Appointment Manager and is responsible for overseeing, providing support and motivating a team of Service Appointment Coordinators in a high volume call center environment, servicing inbound/outbound calls for multiple AutoNation dealership locations in order to provide a great customer experience.    

 

Who would I interact with?

This position interacts with the Service Appointment Center Manager, Service Appointment Coordinators, Service Advisors, Service Managers, and customers.

 

What are the day-to-day responsibilities?

Establishes relationships with customers, Service Managers, and Service Advisors.

Assigns outbound task to Service Appointment Coordinators.

Ensure customers' expectations are being met throughout the process.

Consistently strive to improve and understand all organization services, product knowledge skills, phone and conduct training as necessary.

Provide for and facilitate the recruiting, selection, on boarding and training of associates; planning/scheduling/assigning, monitoring and appraising job results and associate performance; and the coaching, counseling and disciplining of associates so as to develop and retain a qualified workforce.

Demonstrates behaviors consistent with the Company’s Vision, Mission, and Values in all interactions with customers, co-workers, and suppliers.

Adheres to all company policies, procedures, and safety standards.

Lead Service Appointment Coordinator Picture of Excellence

Demonstrates behaviors consistent with the Company’s Vision, Mission, and Values in all interactions with customers, co-workers, and suppliers.

Adheres to all company policies, procedures, and safety standards.

Establishes relationships with Service Appointment Center Manager, Service Appointment Coordinators, Service Managers, Service Advisors, dealership associates, Workforce Management and Quality Assurance Teams, and customers.

Consistently strive to improve and understand all organizational services, product knowledge skills, phone skills and conduct training as necessary.

Ensure customers' expectations are being met throughout the process.

Demonstrates leadership qualities by talking and thinking like a leader, asking questions, delivering high performance, communicating effectively, being positive and proactive, listening and learning, and leading by example.

Assisting the Service Appointment Center Manager with the recruiting, selecting, onboarding, and training of associates; planning/scheduling/assigning, monitoring and appraising job results and associate performance; and the coaching, counseling, and skill development of associates to grow and retain a qualified workforce.

Monitor agents’ daily duties and performance, adjusting scheduling, coaching, and identifying opportunities for development to maintain process integrity.

Live monitor agents’ calls to ensure quality and process integrity.

Score recorded calls and coach or counsel agents to develop skills and ensure process integrity.

Assigns Outbound tasks to Service Appointment Coordinators.

Generate daily reports and share information with BDC agents and/or Leadership Team.

Monitor and/or respond to emails and Microsoft Teams messages promptly.

Answer inbound calls when the call volume is necessary.

 What are the requirements for this job?

Must meet company’s requirements for employment.

High school diploma or equivalent.

Previous call center experience required.

Previous management experience preferably in a high call volume environment.

Extensive customer service, sales, or telemarketing experience.

Excellent communication and interpersonal skills. 

Ability to read and comprehend instructions and effectively communicate information.

Professional personal appearance.

Advanced personal computer with the ability to manage multiple applications at once, and Microsoft Office skills including Teams.

Demonstrated ability to multi-task and excellent organizational skills.

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