Service BDC Team Lead

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.


Service Business Development Center Team Lead

Primary Responsibilities:
The Service Business Development Center Representative I is expected to:
• Understand and adhere to Dealership customer leads and referral processes to promote sales and customer service satisfaction.
• Seek ways to improve business operation efficiencies and customer service.
• Be a teacher to support the efforts of other employees to be successful.
Reports to: Service Manager/ BDC Manager
Essential Job Functions:
1. Ensure Maximum Appointment Setting, Customer Service, and Profitability.
• Adhere to Larry H. Miller Dealerships’ incoming and outgoing telephone activity processes to achieve or exceed group standards to obtain referrals, schedule appointments and confirm appointments which result in profitability and customer service satisfaction.
• Maintain thorough knowledge of current automotive products, features, benefits, specifications, prices, options, models and equipment to effectively communicate and recruit customers and exceed customer satisfaction benchmarks.
• Effectively obtain new customers to raise customer service index (CSI) to achieve or exceed Dealership(s) standards.
• May be asked to act as a backup person for the Dealership shuttle driver.
• Create good public relations consistent with effective use of time.
• Maintain employee, customer, and vendor confidence while protecting operations by exercising discretion when handling sensitive confidential information.
• Complete and maintain all Larry H. Miller Dealerships’ required training.
• Assist Management in communicating and resolving customer complaints.
• Maintain ability to handle job stress and effective interaction with others in the workplace.
• Assist in accurate and timely processing of customer payments.
• Perform all other job duties as requested by management.
2. Operate with Integrity.
• Demand the highest ethical standards from self and others.
◦ Maintain composure within the workplace as well as outside the workplace when interacting or representing the Larry H. Miller Dealerships.
• Set an example of a positive attitude and professionalism, including a neat, orderly, and safe work environment.
Physical Demands:
• Work performed in a dealership setting due to the necessity to work in person with customers and employees.
• Must be able to sit, stand, bend, reach, talk, hear, stoop, kneel, crouch, use hands and fingers, handle or operate objects, tools, or controls and move about facilities.
• Required vision includes close, vision, distance, peripheral, and the ability to adjust focus.
• Required to lift up to a minimum of 25lbs.
• Exposure to shop environments such as noise, dust, odors and fumes, chemicals, and adhesives.
• While performing the duties of this job, the employee is exposed to weather conditions precedent at that time.
• Required to operate equipment and move vehicles in a safe manner at all times.
• Maintain regular attendance and timeliness as set forth within the work schedule designated by the department supervisor/manager.
• In general, this position is assigned regular business hours; however, it is typical to work more than 40 hours per week.
Minimum Qualifications:
1. Education, Experience, and Certification(s)/Training.
• High school diploma or the equivalent.
• 1+years of sales experience preferred.
• Maintain valid driver’s license and MVR record within company policy requirements.
2. Skills.
• Communication- Basic ability to read and write, ability to effectively convey information to others, apply active listening by taking the time to understand the points being made by employees and customers, being aware of others’ reactions, and understanding why they react as they do.
• Critical thinking- Using logic and reasoning to identify the strengths and weaknesses of alternative so