Contact Center Manager at AutoNation

AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.

So what do you say? Are you ready to be part of something big?

The Service Appointment Center Manager is responsible for generating new business, facilitating a great customer experience, and managing associates and activities of the Service Appointment Center.  

What are the day-to-day responsibilities?

• Develop pipeline of service opportunities through setting service appointments and completing tasks assigned in Compass for After-Sales including Late Appointment follow-up, 2 Week Appointment Reminders, 48 Hour Appointment Reminders, Service Follow-up, follow-up of Declined Labor Operations, Setting the First Service Appointment, Scheduling Appointments for Special Order Parts, and Retention Calls and calling to schedule appointments from recall list provided in the marketing portal or from individual stores.
• Work with the service advisors to ensure customers are kept informed. 
• Ensure customers' expectations are being met throughout the process.
• Consistently strive to improve phone and product knowledge skills, and conduct training as necessary.
• Provide for and facilitate the recruiting, selection, on boarding and training of associates; planning/scheduling/assigning, monitoring and appraising job results and associate performance; and the coaching, counseling and disciplining of associates so as to develop and retain a qualified workforce.
• Demonstrates behaviors consistent with the Company’s Vision, Mission, and Values in all interactions with customers, co-workers, and suppliers.
• Adheres to all company policies, procedures, and safety standards.

 
What are the requirements for this job? 

• Must meet the company’s requirements for employment.
• Previous experience in sales or marketing (automotive industry experience desired). 
• High school diploma or equivalent.
• Extensive customer service, sales, or telemarketing experience.
• Excellent communication and interpersonal skills. 
• Ability to read and comprehend instructions and effectively communicate information.
• Professional personal appearance.
• Demonstrated ability to multi-task and excellent organizational skills.
• Ability to work flexible hours as schedule may require weekends, evenings, and holiday hours.
• Advanced personal computer and Microsoft Office skills.

 
Physical Requirements & Working Conditions? 

• Normal office environment.
• Prolonged periods of personal computer usage and data entry.
• Prolonged periods of sitting.

Exciting Benefits and Perks Await You:

• Competitive compensation and 401k matching

• Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits

• Exclusive RX Pet program offering discounts on medications

• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear

• Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers

• Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide

AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.