Service BDC Team Lead

Job description

About Asbury 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. Our BDC (Business Development Center) Team Leads are tasked with managing large amounts of inbound/outbound calls and emails in a timely manner. They identify customer needs, provide information on service appointment availability, partner with service advisors, research issues, and provide solutions or alternatives. They are also responsible for daily tasks including scheduling, training and supporting a large team. • Must be able and willing to receive a high amount of inbound calls • Partner with the service department to schedule vehicle service appointments • Contact and communicate with customers to identify automotive service needs • Follow all dealership processes and procedures, high frequency of contact with customers • Thorough documentation of all contacts within the customer management system • Answer all calls in a prompt, professional, and courteous manner • Use scripts to collect all pertinent customer information and document in the system accordingly • Leads must adhere to Asbury phone scripts • Excellent customer service skills and motivation to be successful • High volume incoming and outgoing calls, ranging from 50+ calls per day • Advanced computer & phone skills • Minimum typing 35-40 words per minute at minimum • Experience using customer tracking systems to track calls and appointments preferred • Prior retail, sales, service BDC, receptionist, call center, or sales BDC experience preferred • Appointment setting experience a plus • Able to multi-task in a fast-paced environment • Various language proficiency is always a plus • Team player • Must be at least eighteen years of age • Must be able to pass pre-employment screens (background and drug test) Company Benefits: Pay and Recognition: • Weekly pay • Paid holidays & paid time off • Deferred Holiday Pay Match • Paid training • Stock Awards(select management and front-line team members eligible Insurance / Retirement: • Insurance: medical, vision, dental, accident, critical illness, and hospital indemnity plans • Up to 12 weeks of paid pregnancy leave (disability leave) • Paid Parental Leave • Health savings • Flex spending accounts (tax-free) • Short-term and Long-term disability plans • Life Insurance (Whole Life and Term) • 401k with company match Learning, Tuition Assistance, and Career Development: • Digital career path tool to assist with career development • Continuous training through Asbury's Internal Learning Management System Professional growth and development opportunities Additional advantages: • Student loan relief resources • Employee assistance program • Employee discounts on parts and service repairs • Scholarship awards • Opportunities to join our community service initiatives, which include paid volunteer hours • Aggressive Employee referral program with bonus opportunity INDOTHER 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.