Diamond Auto Group is hiring a SERVICE BDC Supervisor.
Work with a team of 2-3 to schedule service, respond to incoming messages (phone/text/email), and work directly with our service drive manager to grow our department- improving communication and overall customer CSI.
Responsibilities
- Prepare reports and analyze data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Lead, hire train, and coach BDC agents
- Proactively inspect and ensure quality interactions between agents and clients
- Ensure staff members are achieving desired service levels and taking corrective action as needed
- Act as point of contact for consumers, when necessary
- Ensure the performance expectations are clearly defined and presented to the agents
- Partner with senior management to establish performance and production goals
- Take on other tasks or projects to support employees, other managers and call center operations
Requirements
- Must have 2+ years supervising an automotive service BDC
- Commitment to following the latest trends and technology in the dealership and automotive industries
- Experience with outbound calls is required
- Experience with service is required
Job Type: Full-time
Work Location: In person
