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 these programs (programs may vary by country or worker type):

• Health Insurance
• Dental Insurance
• Life and Disability Insurance
• Flexible Spending and Health Savings Accounts
• Employee Assistance Program
• Retirement Plan
• Paid Time Off
• Tuition Reimbursement

This is a Remote, Work from Home Opportunity. Must be able to work flexible hours, which include some Saturdays.

The Team Lead is responsible for receiving and responding to inquiries that result from phone calls and internet customers looking to schedule a service appointment. The Team Lead will be evaluated based on performance standards that measure how service appointment are scheduled. A Team Lead 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.

Responsibilities:

• Provide support to SVC Leadership team including but not limited to: night & weekend coverage, escalations, reconciliations and system overrides
• Assigned to inbound and outbound call queues in addition to Team lead responsibilities
• Acts as a role model and mentor for department staff
• Mentors team members and fosters a positive team environment
• Positive influence to the team and a continuous positive advocate/ champion for the CEC Service Strategic vision
• May be called upon to participate in employee recruiting, development, training, and new hire onboarding process
• Develop and share best practices for script adherence, appointment setting and phone skills
• Review, recommend and draft process updates or training to improve performance.
• Place outbound calls to customers who are past due for service, have declined work, have open recalls, have special order parts in stock, are due for 1st service, etc. and try to schedule them for an appointment.
• Act as the first point of contact for customer escalation calls, acting as an advocate to ensure prompt resolution of any challenges.
• Complete activity tracking where needed.
• Perform all other duties and special projects as assigned.

Qualification Criteria:

• 4 year college degree or demonstrated equivalent work experience in auto industry, call center environments, and/or customer service
• Proficient in various desktop tools including MS Office Programs
• Comfortable working in a fast-paced environment
• Goal-oriented
• Action oriented and adaptable to changing conditions
• Proactive, organized approach to multitasking.
• Ability to prioritize tasks
• Manages own time to meet deadlines with moderate guidance from manager
• Applies expertise to improve efficiency and accomplish operational objectives within own area of responsibility or department
• Develops knowledge and skills in basic practices and procedures within own department or area
• Decisions are guided by policies and procedures; receives guidance and oversight from manager

Holman is a global automotive leader that serves both commercial and consumer clients The Holman Way by always doing the right thing for our people, our customers, and the community since 1924. The Holman story began nearly a century ago as a single Ford dealership in New Jersey. Today, Holman, headquartered in Mount Laurel, New Jersey, is one of the largest family-owned automotive service organizations in North America with more than 6,500 employees across North America, the UK, and Germany.

Holman delivers a unique range of automotive-centric services including industry-leading 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. Guided by its deeply rooted core values and principles, Holman is continuously Driving What’s Right.

Holman provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Job Type: Full-time

Pay: $23.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

Experience:

• Business development: 3 years (Preferred)
• Leadership: 3 years (Preferred)

Work Location: Remote

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