Service BDC Supervisor

Considering a career with Ken Garff Automotive Group means you are in for a great ride (excuse the car metaphor)! We’re not your standard dealership or group of dealerships and we are pretty darn proud of that. We are out to do things differently and want to consistently change, grow, and progress. For that reason, our employees are proud of where they work!

Hamer Toyota, a Ken Garff Automotive Dealership, is currently looking for a talented Service BDC Supervisor that aligns with our core values and acts with respect, intelligence, greatness, honesty and teamwork.

As a group, we aim to become the most esteemed automotive group by treating people R.I.G.H.T and creating lifetime customers!

Here’s why you’ll want to work here:

• Great culture and real career growth
• Competitive compensation package
• Compensation- $30/hour plus bonuses
• Opportunity to work with one of the largest family owned group of dealerships
• Paid Time Off and 401k with Company match
• Medical, Dental, Vision, Short and Long-term disability, AD&D and Life Insurance
• Year-end bonus program for all employees (Garff Giveback)
• Employee discounts on Vehicle Purchase, Parts, Service and More!

**The pay scale above is the compensation range that the Company reasonably expects to pay for this position. Within this range, individual pay is determined by several factors including, but not limited to, specific skills, relevant work experience, relevant education and/or training, and performance related bonuses and incentives.

POSITION SUMMARY:

Responsible for managing all aspects of the Service Internet Lead BDC operation including planning, development, implementation, recruiting, hiring, ensuring compliance with policies and procedures, overall operations, project management, training, analytics and performance management that will drive sales productivity and create new revenue streams.

DUTIES AND RESPONSIBILITIES:

• Manages all aspects of Internet BDC including hiring, training, process development, KPI reporting and execution of project plan.
• Develops and manages key deliverables to include both inbound and outbound service calls.
• Establishes and attains goals developed by management of providing the customer with excellent service and responsive follow up aimed at increasing service results.
• Mentors team to improve customer service levels and daily KPI performance.
• Manipulates and analyzes data to determine improvements.
• Monitors and reports trends and anticipates future concerns.
• Reviews recommendations from team and evaluates suggested process improvements
• Recruits, trains, and manages staff.
• Leverages technology, including the CRM platform, as well as telecommunications hardware and software.
• Ensures quality customer contacts through call guide development, sales training, and the monitoring of service BDC representatives.
• Defines, refines, and institutionalizes best practices and processes for the team

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed here are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Applicants must be 18 years or older and be authorized to work in the U.S., have a valid driver license and professional appearance.

All employees must adhere to the below Company Values:

R espect: We treat everyone with genuine care and concern

I ntelligence: Intelligence means we’re able to learn, grow and adapt.

G reatness: We are consistently exceptional in our work and continually improve.

H onesty: We keep our commitments, tell the complete truth and act with integrity

T eamwork: We understand the responsibilities of teamwork and are determined to pull our own weight.

EDUCATION and/or EXPERIENCE:

• High school diploma or GED.
• Bachelor’s degree in Business Administration or related field preferred but equivalent experience considered.
• Minimum 2 years of Inside Sales experience with time in a Sales Call Center and a documented track record of success.
• Automotive dealership experience highly desirable.
• Strong project management skills with ability to set aggressive goals and drive the team to meet those goals.
• Expertise in business planning, sales training, quality assurance, and regulatory issues.
• An enthusiastic, high energy team player who is viewed as a “doer" on the team and across internal organizations
• Excellent verbal/written communication skills required.
• Strong customer service orientation essential for success
• Experience with Microsoft Office.

COMPUTER SKILLS:
Inventory Control Software, internet, Microsoft Office Products

PHYSICAL DEMANDS:
While performing the duties of this job the employee is regularly required to sit, stand, walk, hear, and talk. The vision requirements include: close vision.

WORK ENVIRONMENT:
The employee is occasionally exposed to outside weather conditions. Mostly an office environment.

NOTE:

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with this job. While this list is intended to be an accurate reflection of the current job, the Company reserves the right to revise the functions and duties of the job and to require that additional or different tasks be performed as circumstances dictate.

I have carefully read and understand the contents of this Job Description. I understand the responsibilities, requirements and duties expected of me. I also understand that this Job Description does not constitute a contract of employment nor alter my status as an at-will employee. I have the right to terminate my employment at any time and for any reason, and the Company has the same right.

We are an Equal Opportunity Employer