Supervisor - CEC Service
Holman Enterprises

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What's Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around.

The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.

Customer Engagement Center Service Supervisor

Directly supervises employees of the Customer Engagement Center. Carries out supervisory responsibilities in accordance with the organization's polices and oversees the day to day operation of the call center. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; coaching, rewarding, disciplining, and terminating employees; addressing complaints and resolving problems.

Job Responsibilities:

• Coach and support CEC Coordinators in effectively applying their knowledge and skills.
• Assist in establishing CEC strategic goals and action plans.
• Assist in creation and delivery of motivational and incentive programs, and adherence to personnel policies and standards.
• Train CEC Coordinators on the processes, policies and procedures of the CEC.
• Assist in the development of script and call-handling strategies.
• Monitor CEC team productivity and quota levels, and recommend policy changes or training to improve performance.
• Create and distribute the weekly/monthly schedule for the CEC team in a timely manner.
• Monitor equipment performance and report need for new equipment.
• Prepare CEC Coordinator productivity reports related to the status and productivity of the CEC team, including the monthly appointment show report.
• Attend meetings with dealership management (as designated by CEC Manager) to review opportunities to expand CEC functions.
• Assist with the development and administration of department performance reviews.
• Participate in employee recruiting, development, evaluation, and work planning.
• Handle escalated calls from CEC coordinators as related to difficult situations.
• Assist CEC team in placing outbound calls to customers who are past due for service, have open recalls, have special order parts in stock, or are due for service, when needed.
• Assist CEC team in answering phone calls and/or returning phone calls from customers who are calling to set up appointments with our service centers, when needed.
• Complete all payroll and any payroll related issues on a timely basis.
• Conduct periodic one on one coaching sessions with all CEC coordinators.
• Punctual, regular and consistent attendance. Maintains a professional image and demeanor. Leads by example.
• Complete other duties as assigned.

Job Requirements:

• Strong working knowledge of Microsoft Office programs.
• Effective time management and organization skills.
• Ability to work under pressure and able to operate in a multi-task environment.
• Ability to communicate effectively, both orally and in writing, to all levels of employees and customers.
• Team facilitation and training skills.
• Strong decision making skills.
• Is adaptable to and supportive of change, willing to work extra hours when needed.

Education and/or Experience:

• Bachelor's degree (B.A.) from four-year college or university; or one or two years related experience and/or training; or equivalent combination of education and experience.
• One to two years of management or supervisory experience preferred. Dealership experience a plus.
• Two to five years of customer service experience

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At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That's why we are listening, open to learning new things - about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It's The Holman Way.

At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of the programs available to full-time employees (programs may vary by country or worker type):

• Health Insurance
• Vision Insurance
• Dental Insurance
• Life and Disability Insurance
• Flexible Spending and Health Savings Accounts
• Employee Assistance Program
• 401(k) plan with Company Match
• Paid Time Off (PTO)
• Paid Holidays, Bereavement, and Jury Duty
• Paid Pregnancy/Parental leave
• Paid Military Leave
• Tuition Reimbursement

Benefits:

Regular Full-Time

We offer excellent benefits including health, vision, dental, life and disability insurance, and 401(k) with company match. Our time off benefits include Paid Time Off (PTO), paid holidays, bereavement, and jury duty. In addition, we offer paid pregnancy and parental leave, and supplemental paid military leave to eligible employees.

Click here for Washington State benefit information.

Temporary or Part-Time

In geographic areas with statutory paid sick leave, part-time and temporary employees will receive a paid sick leave benefit that meets the mandated requirements.

Click here for Washington State benefit information.

Pay:

We offer competitive wages that are commensurate with job-related skills, experience, relevant education or training, and geographic location, starting in the range of $67,670.00 - $98,125.00 USD annually for full time employees. The annual compensation range is comprised of base pay earnings.

Equal Opportunity Employment and Accommodations:

Holman provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you are a person with a disability needing assistance with the application process, please contact HR@Holman.com

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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