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Lead Coordinator for Service Appointments
2 months ago
AutoNation stands as one of the foremost automotive retailers across the United States, delivering innovative offerings, outstanding services, and comprehensive solutions that empower our customers to make informed choices tailored to their needs. With a robust network of dealerships nationwide, bolstered by a well-recognized brand, we provide a diverse selection of new and pre-owned vehicles, financing options, parts, and expert maintenance and repair services. Through our DRV PNK initiative, we have successfully raised over $40 million for cancer-related causes, showcasing our dedication to positively impacting the lives of our Associates, Customers, and the communities we serve.
Are you prepared to be part of a significant endeavor?
The Service Appointment Team Lead reports directly to the Service Appointment Manager and is tasked with overseeing, supporting, and motivating a team of Service Appointment Coordinators within a high-volume call center environment. This role involves managing inbound and outbound communications for multiple AutoNation dealership locations to ensure an exceptional customer experience.
Key Responsibilities:
- Build and maintain relationships with customers, Service Managers, and Service Advisors.
- Delegate outbound tasks to Service Appointment Coordinators.
- Ensure customer expectations are consistently met throughout the service process.
- Continuously seek to enhance understanding of all organizational services, product knowledge, and conduct training as necessary.
- Facilitate the recruitment, selection, onboarding, and training of associates; plan, schedule, assign, monitor, and evaluate job performance; and provide coaching, counseling, and disciplinary actions to develop and retain a skilled workforce.
- Exhibit behaviors that align with the Company's Vision, Mission, and Values in all interactions with customers, colleagues, and suppliers.
- Comply with all company policies, procedures, and safety standards.
- Must meet the company's employment criteria.
- High school diploma or equivalent is required.
- Prior experience in a call center environment is essential.
- Management experience, particularly in a high call volume setting, is preferred.
- Extensive background in customer service, sales, or telemarketing is necessary.
- Exceptional communication and interpersonal skills are required.
- Ability to comprehend instructions and effectively convey information.
- Professional appearance is expected.
- Proficient in using personal computers, managing multiple applications simultaneously, and possessing Microsoft Office skills, including Teams.
- Demonstrated capability to multitask and possess excellent organizational skills.
- Standard office environment.
- Extended periods of sitting.
- Prolonged use of personal computers and data entry.
- Competitive salary and 401k matching.
- Enjoy a balanced work-life with comprehensive insurance plans (health, dental, vision) and maternity benefits.
- Exclusive RX Pet program offering discounts on medications.
- Employee purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear.
- Access to fantastic deals and discounts through YouDecide, a platform featuring offers from top providers and retailers.
- Participate in our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, collaborating with cancer charities nationwide.
