Service Concierge Team Lead

Who We Are:

Bean Automotive Group is a nationally recognized automotive group which champions Miami's rich automobile heritage. Our associates, located throughout our 4 locations: Kendall Toyota, Lexus of Kendall, West Kendall Toyota and Lexus of West Kendall, make it our mission to deliver on every customer's expectation, one customer at a time!

What We Offer:

Our associates enjoy competitive compensation and benefit offerings, among the best in the industry, and some of which include:

• 3 weeks of Paid Time-Off per year.
• Paid Holidays.
• 401(k) Retirement Plan with 50% Employer Match.
• Paid Health, Gap, Life and AD&D Insurance.
• Eligible for Dental, Vision, Short-Term, Long-Term, Voluntary Life Insurance.
• Paid Volunteer Time-Off Program.
• Award-Winning Wellness Program and Healthcare Premium Incentives.
• Employee Discounts.
• ASE certification reimbursement and paid continuing education program to further your career.
• Continued education, manufacturer hands-on and web-based training.

We presently have an employment opportunity for a Service Business Development Center (BDC) Team Lead.   In this new role, the Service BDC Team Lead will monitor the interactions between all the service-based communications between the dealership and its customers.

Essential Functions:

1. Overseeing the team, providing guidance, support, and motivation.
2. Conducting training sessions for new hires and ongoing coaching for existing team members to enhance their skills and performance.
3. Monitoring team performance metrics, conducting evaluations, and providing feedback to ensure goals are met.
4. Reviewing calls and interactions to ensure compliance with company standards and providing constructive feedback to agents, (Scorecards in Volie).
5. Reviewing calls and interactions to ensure compliance with company standards and providing constructive feedback to agents, (Scorecards in Volie).
6. Preparing reports on team performance, trends, and areas for improvement to share with upper management.
7. Identifying areas for process enhancements and collaborating with management to implement changes that boost efficiency.
8. Between management and staff, ensuring clear communication of policies, goals, and updates.
9. Fostering a positive team environment to boost morale and encourage high levels of engagement.

Position Requirements:

1. Excellent communication, listening and interpersonal skills.
2. High school diploma or GED and/or related experience.
3. Professional demeanor and appearance.
4. Knowledge of typing, email and general computer skills.
5. Ability to work independently and as part of a team.