Job Description

Are you an experienced team leader ready for your next opportunity with a trusted brand that offers career growth, competitive pay, and a positive team culture? Berlin City Auto Group seeks a customer-focused, results-driven Customer Relations Lead to join our passionate Business Development Team in Portland, Maine! The schedule is Monday-Friday, 9:30-6:00, with occasional Saturdays.

What We Offer:

• Hourly wage starting at $20.00 plus weekly incentives of up to $150.00
• Career growth with ongoing training and mentorship
• Flexible schedule and paid time off that starts accruing upon employment
• Full benefits: medical, dental, vision, life & disability insurance
• 401(k) with company contribution
• Up to $75/month fitness reimbursement towards gym membership, fitness classes & more
• Employee discounts
• Supportive, fun team environment

Position Overview:

As a Lead Customer Relations Associate, you’ll play an important role in creating a positive customer experience from the very first interaction. You’ll serve as a key point of contact, answering questions, scheduling appointments, and providing timely follow-up by phone, email, and text to ensure customers feel informed, valued, and supported throughout the process.

In addition to working directly with customers, you’ll help lead and support the Business Development team's daily activities. This includes coaching associates, sharing feedback, answering questions, and helping navigate challenges to keep operations running smoothly. In partnership with the Senior Business Development Manager and service leadership, you’ll help drive team performance, support business goals, and foster a collaborative environment focused on delivering an exceptional customer experience.

What You’ll Do:

Customer experience

• Manage inbound and outbound service calls to schedule appointments, strengthen customer relationships, and grow the service customer base across Berlin City and Vista Auto dealerships.
• Respond to customer inquiries and follow up on appointments promptly by phone, email, and text.
• Address customer concerns professionally and with care, coordinating with the appropriate team members to ensure timely resolution.
• Maintain accurate customer information, appointment details, and communication records within dealership systems.
• Collaborate with service departments to ensure a seamless, efficient, and consistent customer experience.
• Act as backup for the Receptionist during time off

Team Leadership & Support

• Lead by example by promoting a positive, collaborative, and accountable team environment.
• Coach, mentor, and support associates by providing guidance, answering questions, and helping resolve day-to-day challenges.
• Assist the Senior Business Development Manager with associate onboarding, ongoing training, and developing and maintaining training materials.
• Monitor live and recorded calls for adherence to established scripts, procedures, and quality standards. Provide constructive feedback and communicate coaching opportunities or concerns to the Senior Business Development Manager.
• Help coordinate daily team schedules, including start times, breaks, and lunch periods, to support appropriate coverage and workflow.
• Communicate dealership needs, staffing updates, team priorities, and process changes to ensure alignment across the appropriate departments.
• Monitor team communications and identify customer feedback, advisor concerns, and service department trends, escalating issues to the appropriate leaders as needed.
• Partner with the Senior Business Development Manager and service leadership to identify opportunities to improve outbound campaigns, department processes, team performance, and overall customer experience.

What We’re Looking For:

• At least three years of customer service experience and 2 years of leadership experience
• Experience supporting, training, or guiding others, or a demonstrated interest in leadership
• Strong verbal and written communication skills and the ability to build rapport
• A positive, professional approach and a commitment to helping customers and teammates
• Strong organization and follow-through, with the ability to manage multiple priorities
• A calm, resourceful approach to solving problems in a fast-paced environment
• Comfort using computers and learning new technology; experience with customer management or scheduling systems is a plus
• A goal-oriented mindset and willingness to learn and improve

Automotive experience is not required. Backgrounds in customer service, hospitality, healthcare, banking, retail, contact centers, or administrative support are welcome.

Requirements:

• At least 18 years old
• Authorized to work in the United States
• Ability to successfully complete a pre-employment background check

Ready to help create great customer experiences and support a team doing the same? Apply today and grow your career with Berlin City Auto Group!

EEOC

Summit Automotive Partners is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Summit Automotive Partners strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy), gender (including gender nonconformity and status as a transgender individual), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All Summit Automotive Partners employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

ADA

Summit Automotive Partners complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local laws. Consistent with those requirements, Summit Automotive Partners will reasonably accommodate qualified individuals with a disability if such accommodation would allow the individual to perform the job's essential functions unless doing so would create an undue hardship. If you need an accommodation, refer any such request to the Human Resources Department. Summit Automotive Partners will also, where appropriate, provide reasonable accommodations for an employee's religious beliefs or practices.

191 Riverside St., Portland, ME 04103