Team Lead - BDC Service

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.

We’re seeking a BDC Service Team Lead to support the day-to-day operations of the BDC Service Team, including evening and weekend coverage. This role is ideal for someone who thrives in a fast-paced environment, enjoys mentoring others, and is committed to delivering outstanding customer experiences.

This is a remote, work-from-home opportunity offering an hourly rate of $23.00. Candidates must be available to work flexible hours, including occasional Saturdays.

Key Responsibilities

As a Team Lead, you will be expected to:

• Provide operational support to the Service Leadership team, including night/weekend coverage, escalations, reconciliations, and system overrides.
• Manage inbound and outbound call queues while fulfilling team lead duties.
• Act as a role model and mentor, fostering a positive and inclusive team environment.
• Champion the BDC Service strategic vision and promote a culture of continuous improvement.
• Participate in recruiting, onboarding, training, and development of new team members.
• Share best practices for script adherence, appointment setting, and phone skills.
• Recommend and draft process updates and training materials to enhance performance.
• Make outbound calls to customers for various service-related follow-ups (e.g., recalls, declined work, overdue service).
• Serve as the first point of contact for customer escalations, ensuring prompt and effective resolution.
• Track activity and complete reporting as needed.
• Promote and embody Holman’s core values and brand standards.
• Support special projects and perform other duties as assigned.

Qualifications

Education & Training:

• Bachelor’s degree or equivalent work experience in the automotive industry, call center, or customer service.

Experience:

• Minimum 2 years of demonstrated proficiency in BDC Service operations.
• Strong understanding of BDC systems, policies, and procedures.
• Proven success in meeting or exceeding department performance metrics.
• Experience with outbound tools such as Conversica, Teleservice, and Service Connect.

Skills & Competencies:

• Proficient in MS Office Suite (Outlook, Excel, Word, PowerPoint, etc.).
• Excellent written and verbal communication skills.
• Strong interpersonal skills with a focus on rapport building and inclusivity.
• Ability to prioritize tasks and manage time effectively.
• Comfortable presenting information and reinforcing strategic goals.
• Independent, reliable, and solution oriented.
• Positive agent for change and team role model.

#LI-AK1

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 Mat