Kelley Automotive Group Customer Service Call Center Manager

Job Description

Job Description

Description:

Our Service Call Center is dedicated to delivering a world-class customer experience through every customer interaction. The Call Center Manager will be responsible for organizing, leading, and directing the daily operations of our outbound call center, which also manages inbound customer calls for our Service Department.

The ideal candidate is an energetic, hands-on leader who can motivate a team, drive performance, establish accountability, and consistently raise the standard for customer care. This individual will play a critical role in maximizing customer engagement, appointment opportunities, productivity, and overall service department performance.

Department: Service Client Care Center

Function: The Client Care Manager (CCM) oversees the Service Client Care Center and is responsible for managing inbound and outbound service communications, including appointment scheduling, follow-up, and marketing calls. The CCM trains and coaches Service Coordinators (SCs) on effective telephone techniques to improve customer satisfaction and increase service reservations. This role also manages service reservation processes, monitors department performance through reporting, develops procedures, and ensures daily operational tasks are completed. Strong communication, leadership, organizational, and supervisory skills are essential, along with professionalism and expertise in customer appointment management.

Reports to: Fixed Operations Director

Relationships and Authority:

• Take all overflow inbound service calls to ensure that all calls are answered in a timely manner. This includes handling all calls whenever there are calls in the queue for greater than 30 seconds.
• Take "turns" from Service Coordinators (SCs) when faced with a challenging phone call.
• Effectively de-escalate customer concerns by identifying root issues, maintaining professionalism, and delivering solutions that restore trust.
• Oversee the tracking of daily and weekly Key Performance Indicators (KPIs) of inbound and outbound calling campaigns & delegating mundane activities to other team members to achieve the desired results.
• Lead the department to meet or exceed all KPIs that are specific to the following:
• Average number of calls handled per day, per SC:
• From start date to 60 days in position: 100 calls handled per day (average).
• 60-90 days in position: 110 calls handled per day (average).
• 90+ days in position: 120 calls handled per day (average).
• Average length of call: <3:00 minutes
• A department average quality score of 85.0 or greater after 30 days / 90.0 score after 60 days.
• Appointment “show percentage”: 88% or greater.
• Train the SCs to ensure they are skilled at targeted, clarifying questions to help customers articulate their needs and identify the right solution.
• Conduct daily/weekly training sessions with SCs regarding inbound and outbound calling strategies. This includes listening to recorded calls from the telephone improvement system and playing those phone calls for the SCs in a positive feedback session.
• Conduct at least two (2) coaching sessions per week with each SC.
• Maintain current knowledge of all dealership service specials, including email marketing campaigns, mailers, newspapers, and any other forms of media advertising. This responsibility also includes training all SCs on the above-mentioned mediums.
• Create and administer "knowledge tests" on a weekly basis.
• Ensure all SCs understand and follow CCC policies and procedures at all times.
• Monitor the Service CRM software for consistency and accuracy in scheduling.
• Ensure when transferring a customer to any department, the SC must use the “soft transfer” method to ensure the customer is never sent directly to voicemail.
• Ensure the SCs are using the knowledge forms after they transfer a phone call to a Service Advisor.
• Collect all knowledge form submissions on a weekly basis and then meet with the Service Manager(s) to find the answers to those questions. Train the SCs on those new word tracks.
• Produce the weekly/monthly schedule for all SCs.
• Assist with the recruiting, staffing, training and progressive discipline of Service Client Care personnel.
• Set daily work agendas and priorities for CCC personnel and ensure that those work agendas are adhered to.
• Work closely with all Client Care Supervisors, Service Managers, and the Fixed Ops Director by keeping them informed of relevant activities, opportunities, and challenges.
• Achieve ‘Subject Matter Expert’ (SME) status in Service CRM and relevant outbound campaign software.
• Ability to meet or exceed all Key Performance Indicators provided by Management.
• Any additional responsibilities requested by dealership management.

Requirements:

Qualifications:

High school diploma or the equivalent. A college degree in business or management is a plus. 2+ years of management experience in an automotive BDC or high-volume call center environment. High proficiency with DMS (e.g., CDK, Reynolds & Reynolds) and CRM software (e.g., VinSolutions, Elead) is required. Must be able to interpret data trends to adjust staffing levels and campaign strategies. Must have computer and phone knowledge. Must have a professional appearance and excellent communication skills. Must have the ability to read and comprehend instructions and information. Must complete required certification training and pass certification testing with a minimum score of 85%. Client Care Manager must attend 100% of the certification training.

Working Conditions:

Will spend time at a desk in an office setting. Will work on a computer. Will have personal interaction with Fixed Operations Director, Service Managers, and Service Coordinators. Will be exposed to noise, dust, fumes and other hazardous or nonhazardous materials.

NOTE:

THIS IS NOT NECESSARILY AN EXHAUSTIVE LIST OF RESPONSIBILITIES, SKILLS, DUTIES, REQUIREMENTS, EFFORTS, WORKING CONDITIONS ASSOCIATED WITH THIS POSITION. WHILE THIS LIST IS INTENDED TO BE AN ACCURATE REFLECTION OF THE CURRENT JOB, THE DEALERSHIP RESERVES THE RIGHT TO REVISE THE FUNCTIONS, DUTIES AND REQUIREMENTS OF THE JOB OR TO REQUIRE THAT ADDITIONAL OR DIFFERENT TASKS BE PERFORMED WHEN CIRCUMSTANCES CHANGE.

I, the undersigned, understand and have carefully read the contents of this job description. I understand the responsibilities, requirements, and duties expected of me. I ALSO UNDERSTAND THAT THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT OF EMPLOYMENT, NOR ALTER MY STATUS AS AN AT-WILL EMPLOYEE. I have the right to terminate my employment at any time, for any reason, and the dealership has a similar right.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER