Customer Service Agent Lead- Kayman Direct - Greeley

Company: Weld County Garage
Location: Greeley
Posted on: June 22, 2022

Job Description:

Are you looking for a positive culture and work environment?
Want Sundays and evenings off?
Are you seeking a company with strong values?
Come join Kayman Direct in building a career with one of the fastest growing Automotive businesses in Northern Colorado!
Company Information
We are a full-service, family-owned automotive company that has been a cornerstone business serving the automotive needs of our customers since 1908. Kayman Direct is a part of the Yoder Family of Companies, which is a full suite of Automotive sales, service and finance companies that has been in business for over 100 years and proudly employ over 250 people and growing strong.
Learn more about who we are, our story, the services we provide and our commitment to customer safety and satisfaction, by visiting Kayman Direct !
Customer Service Lead Position Summary
The BDC Agent Lead is responsible for assisting the BDC Operations Manager in planning, organizing, and controlling the Business Development Center activities. They are directly responsible for the BDC Agents workload per client, creating/managing processes to streamline their daily activities, and creating/maintaining the best workplace culture possible by eliminating obstacles toxic to that end. Lastly, this position is responsible for maintaining the BDC Agents work ethic, customer service skills, and technical/operational skills by providing ongoing coaching and growth opportunities while cultivating a positive culture and work environment that aligns with the organization's mission and values.
Essential Duties and Major Responsibilities
Manages requests from agents, handles their concerns and questions, and presents them with the best possible solution to their needs/issues.
Generates monthly schedules and oversees agents attendance.
Educates agents on terminology, policies and procedures, expectations, call handling, defusing customers, and any additional training necessary to increase customer satisfaction and improve profitability.
Takes possession of the new hiring process which includes setting up interviews, handling paperwork, and walking new agents through the onboarding process.
Engages agents in professional dispute resolution when interpersonal issues arise.
Obtains spiffs, reviews agents hours every pay period, and communicates with payroll promptly.
Creates tracking and training material for agents.
Updates store assigner each day.
Continues to improve and modify any processes that will help agents productivity.
Assists with other duties as assigned .
Education: High school degree or equivalent, associates or bachelors preferred.
Experience: 2 -3 years Retail and Customer Service Experience; 1-3 years automotive or call center experience preferred.
Work Hours: Regular work hours are 7:00 AM to 6:00 PM. Employee hours vary and are dependent on business needs. The schedule is between the hours of 7:00 AM to 6:00 PM. The position is 40 hours per week, Monday through Saturday. Employee hours vary and are dependent on business needs.
Benefits If hired to a full-time position, the company provides vacation time, sick time, paid holidays, 401(k) employer paid life insurance, health, dental, vision, pet insurance, and company discounts.
If hired for a part-time position the company provides paid sick time and company discounts. No other benefits are offered.
Wage: $17.50 an hour + bonuses
PM21
Benefits - If hired to a full-time position , the company provides vacation time, sick time, paid holidays, 401(k) employer paid life insurance, health, dental, vision, pet insurance, and company discounts.
If hired for a part-time position the company provides paid sick time and company discounts. No other benefits are offered.
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