Service Coordinator - Customer Engagement Center

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What’s Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around.

The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.

The CEC Coordinator is responsible for receiving and responding to inquiries (leads) that result from phone calls and internet prospects and customers visiting various dealership sites. The support, role and responsibilities of each Coordinator will vary and be determined by specific Dealership(s) needs. The CEC Coordinator will be evaluated based on performance standards that measure how many phone and internet leads were converted to showroom visits. A CEC Coordinator must show up for work on time, per the published schedule and conduct himself/herself in a manner compatible with the existing corporate culture, and general policies and procedures of the company.

Duties and Responsibilities

• Execute CEC Process in accordance with CEC strategies
• Sell appointments for vehicle service using text, email and telephone skill sets
• Attend team meetings
• Register, schedule and attend all required, scheduled training and informational seminars
• Respond to assigned leads from the Customer Relationship Management
• Set appointments for dealership visits per Holman ‘Best Practice’ benchmarks
• Utilize defined dealership email templates for communications
• Utilize defined dealership telephone word tracks as guidelines for process and flow of customer phone contacts
• Execute CEC process in a consistent yet flexible manner that results in a customer experience designed to achieve the highest appointment ratios
• Complete all daily tasks and activities as per the dealership CRM

Measurement and Tracking

• Each week, the CEC Coordinator must complete and submit an appointment tracking log to the CEC Supervisor
• Enter all prospect/customer communications, notes, records and appointment data into the dealership CRM
• Comply with procedures to ensure all customers are tracked and follow-up is maintained using the dealership’s lead management tools
• Cooperate with procedures to ensure quality text, email and telephone contacts  
• Prepare reports showing customer engagement, appointments scheduled, appointment shows and sold units

Hourly rate $18.50 plus monthly bonus opportunities

Benefits:

A warm and professional environment based on a foundation of family values and exceptional customer service. We offer competitive pay and incentives. Outstanding benefits for you and your family include medical, dental, vision, vacation, 401K retirement plan with company matching

#LI-REMOTE

#LI-BS1

At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That’s why we are listening, open to learning new things – about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It’s The Holman Way.

At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of the programs available to full-time employees (programs may vary by country or worker type):

• Health Insurance
• Vision Insurance
• Dental Insurance
• Life and Disability Insurance
• Flexible Spending and Health Savings Accounts
• Employee Assistance Program
• 401(k) plan with Company Match
• Paid Time Off (PTO)
• Paid Holidays, Bereavement, and Jury Duty
• Paid Pregnancy/Parental leave
• Paid Military Leave
• Tuition Reimbursement

Benefits:

Regular Full-T