Penske Automotive Group
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
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 ACCOUNTABILITIES
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
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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
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 ACCOUNTABILITIES
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
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