BDC Service-Manager-Super Ford of Salt Lake City

About Asbury

Larry H Miller Automotive Group is part of Asbury Automotive Group (NYSE: ABG) is a Fortune 500 company and one of the largest franchised automotive retailers in the United States. We are redefining the traditional dealership model through innovative technologies such as Clicklane and through our commitment to our team members, guests, and partners. Our culture which is grounded in our North Star and Compass and powered by our DRIVE values, focuses on the vision of becoming the Most Guest Centric Automotive Retailer. At Asbury, we work together to provide exceptional experiences for our guests while promoting a fun, supportive and inclusive environment where team members can thrive both personally and professionally. Based on our efforts, we have been recognized as one of the best places to work by both Newsweek and US News & World report.

Manager- Service BDC

Position Summary: Service BDC Manager leads overall operations of regional BDC. The manager of the regional service BDC is responsible for creating an environment conducive to handling customer inquiries in an efficient professional manner that ensures customer satisfaction and a positive guest experience.

Essential Duties and Responsibilities:

1. Strives to contribute to the store's efforts to deliver an exceptional guest experience to our guests by making it a top priority to help other team members who are serving out guests (e.g., by being highly responsive to those team members' requests for information or assistance that will help them serve our guests). Never think "that's not in my job description". Wowing our guests is the job of EVERY team member, even those who don't interact directly with guests

1. When interacting with guests, seeks to deliver exceptional guest experiences by going above-and-beyond. When not interacting with guests, gives priority to helping other team members deliver exceptional guest experiences (e.g., by being highly responsive to their requests for information or assistance that will help them serve our guests).

2. Serves as a role model/servant leader and ensures that the core values of the company are encompassed in behavior at all times. Recognizes and praises team members for exceptional performance and providing great guest expectations. When making a request or communicating a decision, explains the "why" behind it. Rarely shows strong negative emotions such as impatience, frustration, or anger. No task is beneath him/her; willing to perform routine tasks when needed. Is humble – whenever possible, gives credit to others instead of him/her self. When others make honest mistakes, doesn't hold it against them and views it as a learning experience. · Actively invites team members' ideas, questions and concerns. Encourages team members to ask for help or support and genuinely welcomes the opportunity to assist. Attentive when others are speaking (e.g., good eye contact and no looking at his/her mobile device. Demonstrates professionalism (e.g., shows proper phone etiquette and avoids profanity and sarcasm). Avoids interrupting people; lets team members finish their thoughts. Encourages team members from different departments to collaborate in ways that enhance the guest experience.

3. Treats all co-workers, customers, and vendors professionally and with respect.

4. Attendance and Punctuality.

5. Adheres to Company Policies and Procedures.

6. Maintains a clean and organized work area.

7. Maintains a professional appearance and adheres to the dealership dress code.

8. Sets and monitors performance expectations for BDC team members

9. Consistently review phone calls to ensure script/processes are being followed and positive guest experience is maintained

10. Conducts training for BDC personnel on proper client handling, telephone etiquette and follow up

11. Assists in resolving customer complaints as necessary

12. Escalates appropriate situations to parts and service managers

13. Remain in contact with service and parts managers about process concerns and changes

14. Coordinates customer follow up programs

15. Reply to online email leads and requests for service information within store's standards

16. Report to appropriate management when expectations are not met

17. Administration of payroll weekly and monthly to include metric bonuses and quarterly reviews/increases

18. Prepares monthly reports on employee and department KPIs

19. Performs other related duties to benefit the mission/vision of the organization

Physical Demands

While performing the duties of this job, the employee is regularly required to sit and talk or hear.

The employee is occasionally required to stand and walk.

The employee must occasionally lift and/or move up to 10 pounds.

Specific vision abilities required by the job include close vision, and ability to adjust focus

INDMANAGER

Asbury Automotive Group is an equal opportunity employer. We provide equal employment opportunities to all individuals regardless of their race, color, religion, sex, national origin, age, disability, pregnancy, sexual orientation, gender identity, genetic information, or any other protected category as defined by applicable laws. We prohibit discrimination or harassment based on any of these characteristics and affirm our commitment to fostering an inclusive and diverse workplace.