Job Description
About Asbury
Larry H Miller Automotive Group is part of 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.
BDC Service Team Lead
The BDC team leader is responsible for creating service appointment demand in our service departments. They will accomplish this task by utilizing a systematic process that ensures service email leads or phone calls is converted to a dealership service appointment. They will answer inbound service phone calls, and email leads. They will be responsible for identifying caller needs and efficiently offering solutions if necessary in a polite, professional manner. Along with duties of the agent, the team leader will act as a mentor and liaison to 10 agents.
Essential Duties and Responsibilities
1.
Strives to contribute to the store’s efforts to deliver an exceptional guest experience to our guests by making it a top priority to help other team members who are serving out guests (e.g., by being highly responsive to those team members’ requests for information or assistance that will help them serve our guests). Never think “that’s not in my job description”. Wowing our guests is the job of EVERY Team Member, even those who don’t interact directly with guests!
2. Treats all co-workers, customers, and vendors professionally and with respect.
3. Attendance and Punctuality.
4. Adheres to Company Policies and Procedures.
5. Maintains a clean and organized work area.
6. Maintains a professional appearance and adheres to the dealership dress code.
7. Answers inbound service phone inquiries, setting appointments as necessary in an efficient, professional manner
8. Replies to online email requests for service within in 30 minutes as required
9. Maintains daily records and documentation as required
10.
Completes outbound service calls totaling 900 to customers confirming appointments, rescheduling missed appointments, reminding customers of needed service
11. Reports, counsels, and monitors entire team to achieve outbound service call goals
12. Reviews and scores team members call evaluations
13. Meets daily, weekly, monthly objectives
14. Utilizes the manufacturer’s prospecting and marketing tools if applicable
15. Works with other BDC members in a team-based atmosphere
16. Maintains an accurate timecard and report to work as scheduled and as designated within the Attendance Policy
17. Oversees and protect the assets of dealership and project a positive image for the company
18. Performs other related duties to benefit the mission/vision of the organization
Physical Demands
While performing the duties of this job, the employee is regularly required to sit and talk or hear.
The employee is occasionally required to stand and walk.
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by the job include close vision, and ability to adjust focus.
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.
