Team Lead - Service Support

Most people have a stressful experience buying or servicing their car. It shouldn’t be that way. We’re looking for people as crazy as we are about revolutionizing the car-buying experience and it starts with hospitality. Hospitality isn’t just what we do, it’s who we are. We need exceptionally talented individuals to join our mission and embark on a challenging, rewarding career. Do you have what it takes?

How You Will Make an Impact

You will be on the front lines of delivering elevated hospitality and ensuring each guest has a memorable experience to develop a loyal customer base. You will provide daily supervision to our Service Support Team at our NEW Shared Services Center, located in Las Vegas, NV. This call center-based team provides hospitality at every interaction and exceeds our guest's expectations so we become our guest’s favorite place to purchase, lease, or service their vehicle.

What Winning Looks Like:

• Demonstrating a high “HQ” (Hospitality Quotient) consisting of kindness & optimism, intellectual curiosity, work ethic, empathy, self-awareness, and integrity.
• Active on the call-center floor and being proactive with assisting team members through any challenges.
• Leads and coaches other Service Support Specialists, in conjunction with the Service Support management team, to provide team members with positive feedback and areas of opportunity.
• Responding to guest inquiries via chat
• To own all requests or complaints to resolution and follow as necessary to ensure customer satisfaction.
• Practice teamwork and create a positive/nurturing environment.
• Provide excellent service consistent with the company's standards.
• Drive queue performance and department KPI's
• Be knowledgeable of department and company expectations.
• Identify and report defects throughout the department; notify management immediately on any hazards, injuries, equipment, or processes that negatively affect the operation.
• Checking and responding to any necessary communication via email, team or follow up phone calls.
• Perform all duties as deemed necessary for the success of the department.

Skills Needed to Win:

• At least 18 years of age
• Ability to effectively manage time to meet and exceed targets.
• A strong desire to succeed.
• Focus on providing customers with an outstanding experience in every interaction.
• Must enjoy a fast-paced environment that includes working with a high volume of phone calls, chats, and email inquiries
• Ability to multi-task (example: finishing emails or chat sessions while taking calls)
• Organizational skills
• Able to develop and maintain the knowledge base required to properly assist guests in a fast-growing company.
• Ability to de-escalate guest interactions.
• Able to work as a team player and uphold the company’s standards of professionalism and integrity.
• Strong communication skills
• Experience with Reynolds & Reynolds is a plus.
• Punctual and dependable with scheduling flexibility

Benefits of Working at Swickard:

• Ongoing training and support
• Opportunities for continued personal and professional growth.
• We are an Equal Opportunity Employer and value diversity and inclusion and belonging at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other characteristics protected under applicable State or Federal laws and regulations.

Competitive benefits package:

• Insurance: medical, dental, vision, life and pet insurance
• Optional disability coverage
• 401k plan
• Paid Holidays
• PTO

About Us

• We were founded in 2014 by Jeff Swickard in Wilsonville, OR.
• We’re a hospitality company that happens to sell cars, parts, and service.
• We are a team. Everyone plays a role in our success.
• Culture: Our culture is defined by a few core principles: We want to be our customers’ favorite place to purchase, lease, or service their vehicle and we want to be your favorite place to work!
• Highline Brands: Swickard has positioned itself as a leader in highline brands such as Mercedes Benz, Volvo, Porsche, Audi, Jaguar-Land Rover, and more.
• We have over 2000 employees at 41 franchises in 5 states…and we are still growing!
• We are consistently ranked as one of the fastest growing dealership groups in the US by Automotive News.

To all recruitment agencies: Swickard does not accept agency resumes. Do not forward resumes to our careers alias or other Swickard employees. Swickard is not responsible for any fees related to unsolicited resumes.