Call Center Supervisor

Penske Automotive Group is looking for a motivated Customer Service Supervisor to join our call center and help deliver extraordinary customer service experiences.

POSITION INFORMATION:

The Contact Center Supervisor assists the Manager with employee development, peer motivation, recruiting and training new hires. Effective communication and other related duties will also be required.

DUTIES AND RESPONSIBILITIES include the following but not limited to:

Provide consistently outstanding quality service to internal and external customers by setting the initial impression of Penske Automotive Group (PAG) and the dealerships as a professional, customer-oriented company keeping our customer's needs first and foremost.

Review employment applications and participate in the interviewing process

Performance evaluation process for team members

Assist with associate training and coaching

Employee counseling and performance improvement process

Be familiar with the business concepts, practices, and procedures of the Contact Center being able to lead and direct associates to adhere to the department's service excellence standards ensuring timely processing of external and internal calls. The Contact Center Supervisor will be expected to:

Embody the department's mission statement and goals

Demonstrate positive attitude

Keep your team focused during challenging situations - Leadership

Provide constructive feedback and recognition to Manager

Identify areas of improvement and evaluate method of training needed ADDITIONAL ACCOUNTABLITIES:

Arrive to work on time

Follow instructions and communicate regularly with manager

Interact effectively with co-workers

Understand and follow work rules and procedures

Accept constructive criticism

Professional appearance required QUALIFICATIONS

Be representative of:

Uncompromising integrity in all that we do and how we relate to co-workers and to our guests

A consistent, as well as, flexible schedule EDUCATION and/or EXPERIENCE

High School diploma or GED

Previous supervisory experience, preferable position specific

LANGUAGE SKILLS

Excellent oral and written communication skills

SCOPE OF POSITION

This document is intended to set forth the general specifications of this position. Alternate duties may be assigned to the incumbent not specifically mentioned herein

APPLY WITH US!

If you are ready for a rewarding career with competitive compensation and benefits, and opportunities to excel and advance, consider joining the Penske Automotive Group organization. Our interview process typically includes a phone interview, several in-person interviews, background check, reference check, driving record review, and a drug screen. Be a part of the best customer experience team in the automotive industry... apply with us today!

Penske Automotive Group is an equal opportunity employer and maintains a drug- and alcohol-free workplace. Some positions may require applicants to possess a valid driver's license and have a good driving record.

Competencies

Ability to assist in effectively hiring personnel required to meet departmental and organizational goals

Ability to manage, including recommendations on disciplining and terminating personnel as required, to meet departmental and organizational goals

Ability to effectively lead a team to achieve departmental and organizational goals

Strong organization skills and ability to multi-task

Excellent communication skills both oral and written with the ability to effectively communicate with customers via face-to-face, phone, or by other means of communication

Ability to define problems, collect data, establish facts, and draw valid conclusions

Ability to process data and organize it for management analysis

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

Ability to compute rate, ratio, and percent and to draw and interpret bar graphs

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages

Ability to understand and follow work rules and procedures

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions

Ability to interact well with others and be a positive influence on employee morale throughout the organization

Supervisory Responsibility

Yes

Work Environment/Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Light Work- lifting no more than 20 pounds at a time and/or frequent lifting or carrying of objects weighing up to 10 pounds.

This position requires a good deal of walking or standing 50 percent of the time or greater will stand and move throughout the dealership facility (lot, showroom, service department, offices) for most of the shift

This position may involve long periods of sitting.

This position requires the ability to climb stairs and may be required to stoop, and kneel infrequently

This position requires the ability to hear and talk

This position is primarily located in an office environment, with heating and air conditioning but the position requires the ability to meet with customers outside and may be subject to extreme cold or heat for short periods of time

Position Type/Expected Hours of Work

Works evening, weekend and holiday work hours as required.

Required Education and Experience

High school diploma or the equivalent and two years related experience; equivalent combination of education and experience. Prior supervisory experience is required.

Preferred Education and Experience

Associate's degree (A. A.) or equivalent; or two to three years related experience and/or training; or equivalent combination of education and experience. Prior supervisory experience in a high volume call center or BDC is preferred.

Additional Eligibility Qualifications (Certification/Licenses/Registrations)

None