At Swickard, we’re passionate about vehicles, and committed to providing 100% customer support and satisfaction – that’s where you come in!

Each member of our team is dedicated to providing a superior experience, whether over the phone, face to face, or in a supportive role. Our customers are the reason we’re here. We want to be their favorite place to purchase or lease a vehicle, and we want to be your favorite place to work! If you understand hospitality and are committed to the customer experience we’d like to talk to you! Swickard is changing the way auto dealerships operate, and revolutionizing the world of service after the sale. Our culture is transforming the retail automotive industry – and our team just continues to grow!

We’re already in the Top 100 of companies in automotive retail – come find out why!

Swickard Auto Group seeks a talented, experienced and hospitality focused Assistant Manager to lead and provide daily supervision to our Service Support Team at our NEW Shared Services Center, located in Las Vegas, NV.

This position will be responsible for ensuring the call center-based team provides hospitality at every interaction and exceeds our guest’s expectations as we interact with them. In this role, you will lead a team of Service Support Specialists in a dynamic and fast paced call center environment. The team is charged with providing world class hospitality for guests of our growing family of dealerships as they receive calls and generate requested appointments for service, etc…

Responsibilities:

• Manage team of phone support specialists in a call center environment
• Ensure high-quality guest engagement in every interaction
• Work in multiple system environments supporting ~20 dealerships representing 29 OEM partners
• Embrace and utilize data analytics daily/weekly/monthly to maximize and track performance of individual team members and the team as a whole
• Provide daily coaching and professional development support to our specialists in all areas, specifically focused on the hospitality experience – but also including attendance, performance, compliance with company policies, etc.
• Partner with leadership to interview, onboard and train new team members
• Respond to escalated guest inquiries and issues as they arise; provide resolution
• Monitor adherence to guest service standards during phone calls and online chat

Qualifications:

• Prior successful leadership/supervisory experience in a call center environment is required
• Experience with Cisco Call Manager application highly recommended
• Prior experience in customer service and hospitality highly desired
• College Degree preferred
• Exceptional customer service and communications skills, both verbal and written
• Ability to embrace data analytics and use data to make informed decisions
• Strong organizational skills and detail-orientation; ability to multi task
• Willingness to work a flexible schedule, with occasional overtime
• Be at least 18 years of age
• Pass a criminal background check

Swickard offers a competitive package - salary and benefits - including but not limited to medical, dental, vision, life and pet insurance, optional disability coverage, paid holidays, vacation time and a 401K plan.

Come join us - be part of an amazing culture that’s transforming the way customers feel about buying or leasing their next vehicle. You’ll be working alongside other talented individuals with the same vision and commitment – together we’ll drive toward a shared goal of giving our customers an exceptional experience. And at Swickard, as an equal opportunity and affirmative action employer, we ensure everyone is welcome and provided an environment to be successful and included. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations.

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