Mercedes-Benz of Austin is hiring for a Team Lead for our BDC Department. This schedule will include alternating Saturdays. The Service Scheduling Coordinator team at our dealership is the voice of our store, the very first impression. This is a position that offers a lot of growth and potential for promotion within the company. After 90 days of in-office training, Coordinators enjoy a hybrid schedule, with 1 day a week working remotely.

Our ideal Lead Service Scheduling Coordinator would be continuously positive, multi-tasking, speaks well and clear with guests over the phone and a team player. This person also will be excited by the opportunity to supervise, train, and develop team members!

Guests of the dealership are the Service Scheduling Coordinator number one priority. They need to be able to relay that to each guest with the utmost respect and be proud to represent the Continental Automotive Group. With a high average tenure and a family-like staff, that will be the easiest part of the job! Candidates must have a friendly, outgoing disposition and be very organized.

We are a locally-owned, family-operated company with locations in North/Central Austin. Employee satisfaction is centric to our philosophy, exemplified by our impressive tenure, encouraging, flexible, supportive work environment, and extensive employee benefits package.

Expected Individual/Team Contributions:

• Supervise agents, hire and train new hires, maintain training resources
• Assist management to build efficient and high-performing team
• Genuine desire to create a world-class experience for customers/co-workers
• Desire and ability to work autonomously (4 T’s: Task, Time, Technique, and Team)
• Handling and responding promptly to incoming calls, emails, texts, etc
• Communicating effectively with customers regarding appointment scheduling, appointment changes, missed appointments, and cancellations
• Drive business development opportunities for the department, including but not limited to:

Outbound campaigns (recalls, brand-specific campaigns, etc)

• Engaged participation and coordination of developmental training (advisor training, agent side-by-sides, etc)
• Motivate and develop team members
• Perform other duties as assigned by management

Responsibilities include but are not limited to:

• Receive incoming calls to the Service departments, coordinates all service appointments
• Handles and de-escalates guests’ service and roadside-related concerns
• Refers to service history, ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Handles telephone inquiries regarding upcoming appointments and work-in process.
• Maintains high guest satisfaction standards per dealership policy
• Advises guests about necessary service for routine maintenance based on mileage and history
• Maintaining awareness of monthly service-related promotions
• Reviewing and coordinating of online appointments for accuracy
• Minimum of 1-2-year commitment before opportunity for Service Advisor consideration

Qualifications:

• Dynamic positivity - Just have a great attitude!
• Genuine desire to make people happy and deliver to their expectations (guests and peers alike).
• Major respect for rules and processes - Everything we do has a process and a priority level
• Enjoyment of an active, dynamic environment and able multi-task while prioritizing workload
• Tendency to naturally infuse positive "voice" or character into written or spoken communications
• Natural ability to flourish in an ever-changing environment.
• Receptiveness to coaching stemming from a yearning for self-improvement.
• Professional appearance and demeanor at all times
• Punctuality in reporting to work
• A team-player mentality!
• Expert multi-tasker
• Must have held a valid driver's license for at least 1 year
• Must be at least 18 years of age to be considered

Hard skills:

• Experience with business software (Email clients, Microsoft Office, Gmail for businesses).
• Moderate understanding of utilizing multiple browsers and systems
• Must be able to type at 45 WPM
• Polished, professional, and positive phone and email communication skills a must
• Experience in an environment of moderate pressure, and capable of making conscientious decisions
• Prior experience at a dealership or within the automotive retail or service industry is a plus
• Fluency in English required (bilingual is a plus)
• Prior relevant hands-on experience with CRM software, sales, or phone systems is always a bonus

Schedule:

• 40 hours per week
• Monday - Friday with rotating Saturdays
• Hours can vary from 7 am - 6 pm
• Upon successful completion of 90 days of in-office training, enjoy 1 remote day per week

Compensation:

• Starting at $25.00 per hour

CAG is proud to be an equal opportunity employer. We are committed to building a diverse, equal, and inclusive workplace and our recruiting process reflects this commitment.

As a forward-thinking, adaptive, and supportive company, we seek others who care about providing a transformational environment where everyone has a voice and opportunities to succeed. We encourage all interested candidates to submit an application.

Core Values:

Transformational Not Transactional - Be Transformational

• We do what we say we're going to do
• We encourage and support each other
• We're committed to continuous growth

Benefits

The Continental Automotive Group is an equal opportunity employer and a drug free workplace.

All Continental Automotive Group Full-Time Employees Receive:

• Employer Paid Dental Insurance
• Employer Paid Life Insurance
• Employer Paid Medical Insurance
• Employer Paid Health Savings Account Contribution
• Employer Paid Wellness Clinic
• Employer Paid Flu Vaccinations Every Fall
• Employer Percentage Matching for 401k
• Employer Paid Parental Leave
• Employer Paid Employee Assistance Program
• 5 Paid Bereavement Leave Days/Year for immediate family members (after 60 days)
• 14 Paid Time Off Vacation Days/Year (60 days - 3 years)
• 19 Paid Time Off Vacation Days/Year (3 - 7 years)
• 24 Paid Time Off Vacation Days/Year (7 years)
• Annual Christmas Bonus Based on Tenure
• Annual Christmas Party
• Annual Employee Appreciation Dinner
• Employee Vehicle Purchase Program
• Employee Discounts on Collision Repair, Parts, and Service
• Bi-Weekly Pay Periods, Paid on Fridays
• Holidays: Thanksgiving, Christmas & New Years
• Employer Paid Lunches Every Saturday
• Employer Paid Lunches/Dinners - Special Occasions (Blood Drives, Birthdays, Awards, etc.)
• Access to In-House Insurance Agency
• Access to In-House Marketing Agency
• Voluntary Life Term and Whole Insurance
• Voluntary AFLAC Supplemental Coverages, Voluntary Vision plan, Pet Insurance, and Legal Shield
• $200 Donation to Charity of Your Choice with Approval

We strive to take excellent care of our employees, so that they will strive to take excellent care of our clients!

CAG is committed to compliance with the American Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 220-0988.

Job Type: Full-time

Pay: From $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Every weekend
• Monday to Friday

Ability to Relocate:

• Austin, TX 78752: Relocate before starting work (Required)

Work Location: In person