Service Appointment Team Lead

: Overview: The Lead Service Appointment Coordinator reports to the Service Appointment Center Manager and is responsible for overseeing, providing support, coaching, and motivating a team of Service Appointment Coordinators in a high-volume call center environment, servicing inbound and outbound calls for multiple AutoNation dealership locations to provide a consistent peerless customer experience. Lead Service Appointment Coordinators will be assigned a group of agents at the discretion of the Service Appointment Center Manager with the goal of encouraging teamwork, improving communication, effective monitoring of process integrity and compliance, and increased efficiency.

• Must be available to work full-time hours
• Candidates must be flexible to work a 40 hour work week between the hours of 7am to 7pm Monday through Friday, and Flexible to work every other Saturday between the hours of 7am to 7pm.
• Spring Hours: Monday - Saturday: 7am - 8pm

• Bilingual English/Spanish preferred
• Call center experience preferred
• Sales experience is a plus, but not required
• Automotive Parts experience is a plus, but not required

Position Overview 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.

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.

Physical Requirements & Working Conditions:

• Normal office environment.
• Prolonged periods of sitting.
• Prolonged periods of personal computer usage and data entry.