Êll Center Manager - Automotive Service Appointment BDC

AutoNation Inc AutoNation is looking for an experienced Service Appointment Call Center Manager who can oversee the day-to-day operations of our new Service Appointment Call Center in Tempe, Arizona, while driving the evolution of the Call Center to the next level. Supporting our Service Departments in the Arizona Market, the Service Appointment Call Center Manager is responsible for generating new business, facilitating a great customer experience, and managing the Associates and activities of the Service Appointment Center. This is a unique opportunity to help lay the foundation for call center operations and Associate expectations, as we build the next generation Service Appointment Call Center for the Company. In this role, you will regularly interact with dealership Advisors, Service Managers/ Directors, Market and Region teams, Human Resources, AutoNation support Associates and our valued Service clientele. The Service Appointment Call Center Manager will work onsite in Tempe, Arizona. Job Responsibilities: Provide Service Department customers with a peerless experience that provides for a convenient appointment setting service while maximizing Service Department resources. Monitors call volume and related activities on a daily basis, providing Market and Region leadership with reports to provide insight into set/shown appointment ratios, closing percentages, ROI, staffing levels, continuous improvement opportunities, etc. Ensure adequate staffing to always facilitate an efficient customer response time throughout the day. Work with the Service Advisors, via instant message or email, to ensure customers are kept informed regarding recommended and required repairs needed on their vehicle. Monitor customer satisfaction by ensuring that their expectations are being met throughout the consultation and repair process. Consistently strive to improve phone and product knowledge skills, using gained knowledge to conduct training as necessary. Provide for and facilitate the recruiting, selection, onboarding, and training of new Associates; planning/scheduling/assigning, monitoring, and appraising job results and Associate performance; and the coaching, counseling, and disciplining of Associates to develop and retain a qualified, engaged workforce. Create a customer service focused, metrics driven environment where Associates are encouraged to learn and grow while meeting customer and Company expectations in a professional manner. Performs other job and management related duties as assigned by Market or Region leadership. Requirements: High school diploma or equivalent 3 years prior experience leading a high-volume call center focused on customer retention, sales, collections, or similar Extensive customer service, sales, or telemarketing experience Proficient with the use of a PC and Microsoft Office Suite Ability to work flexible hours to accommodate customer and dealership needs, which may require weekends, evenings, and some holidays Excellent written, verbal, and interpersonal communication skills Demonstrated ability to multi-task with excellent organization habits/methods Professional demeanor and appearance Working Conditions and Physical Requirements: The ideal candidate must be able to complete all physical requirements of the job with, or without, a reasonable accommodation. Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly. The ability to hear, understand, and distinguish speech and/or other sounds (e.g., phone messages, computer alerts, virtual or in-person conversations, training videos or emergency alarms). Clarity of vision at approximately 20 inches or less (i.e., working with small objects or reading small print), including use of computers. Work will be performed indoors in a typical office setting. Must be able to work in a stationary position 90% of the time, sitting at a desk while working on the phone. Range of motion and dexterity needed to operate computer, keyboard, and telephone functions in a repetitive manner. Ascending or descending ramps and/or stairs using feet and legs. Hands and arms may be used for balance (e.g., to hold a railing). Company Overview AutoNation, a provider of personalized transportation services, is driven by innovation and transformation. As one of America's most admired companies, AutoNation delivers a peerless Customer experience recognized by data-driven consumer insight leaders, Reputation and J.D. Power. Through its bold leadership and brand affinity, the AutoNation Brand is synonymous with