Job Description

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 these programs:

Health Insurance

Dental Insurance

Life and Disability Insurance

Flexible Spending and Health Savings Accounts

Employee Assistance Program

401(k) with Employer Match

Paid Time Off

Tuition Reimbursement

Exclusive pricing and concierge sales support on new and used vehicles

We are seeking energetic, confident and dedicated Customer Service Advisor to join our growing team. The ideal candidates for this position will have a strong attention to detail, and a demonstrated knowledge of grammar, spelling and punctuation. The successful candidates will be responsible for taking inbound calls from our customers and providing customer support via phone and email. In addition, we're looking for individuals who can multitask efficiently during their busy workdays and thrive under pressure whilst working towards targets and KPI's.

The roles are based over a rotation shift pattern that will rotate on a monthly basis:

7:00am - 3:30pm - early shift

8:00am - 4:30pm - middle shift

10:00 - 7:30pm - late shift

Principal Purpose of Position:
Take incoming calls from customers who wish to organise service, maintenance and repairs for their company vehicles

Receive calls from customers who have broken down

Organise and book service, maintenance and repairs with the appropriate suppliers

Ensure that recovery vehicles are organised promptly

Organise courtesy vehicles or make first arrangement for rental vehicles

Schedule other ancillary services as required

Keep customers and other interested parties informed of progress

Escalate any concerns to the department Team Leader

Ad hoc tasks as required by the business

Education and/or Training:
A good general level of education is required

Must be adept in the use of a PC, internet and email and able to grasp new software applications easily and quickly. Able to use Microsoft Word, Excel and Outlook to an intermediate level

Relevant Work Experience:
Experience of working within a customer service related role is essential, ideally in a service or contact centre environment

Experience of working within a pressurised environment, with the ability to remain calm, empathetic and professional in difficult situations

Comfortable working to targets and deadlines

Experience in the motor industry is desirable, but not essential

Planning/Organising/Managerial Knowledge:
(Ranges from task-focused to integrating related functions, to broadly strategic integration)

The ability to multi task and use own initiative to solve problems

Ability to prioritise own workload and proven experience of working to tight deadlines

Communicating & Influencing Skills:
(Does the job require communication, reasoning with others, or changing behaviours?)

A positive, confident and approachable communication style, with the ability to adapt to accommodate customers, colleagues, suppliers and other contacts

Ability to deal with a variety of situations with diplomacy whilst remaining calm

Excellent questioning and listening skills with an ability to assimilate accurate information

Consistently professional telephone manner when dealing with internal and external calls

Committed to delivery excellent customer service within agreed parameters

PROBLEM SOLVING

Indicate those statements that describe the process by which this position solves problems. Show the % that the relevant statement represents among all problem solving done by this role. The sum of percentages indicated for each category should equal 100%. For each relevant statement, give an example of a problem and the method of resolution.

The problems are similar to each other and have a limited number of predefined solutions. Standing procedures/plans and/or a structured routine directs the problem solving process.

40% all problems:
Example: MOT and service bookings

The problems encountered are dissimilar and typically have a number of solutions. The solutions may be derived from a general plan or a flexible routine may be utilized to solve problems of this type.

50% of all problems:
Example: Breakdown where driver cannot get to end destination

The problems encountered are unique situations and there is an unlimited number of solutions, many of which are unknown. There are no procedures or routines to follow, but only broad policies to guide the problem solving process.

10% of all problems:
Example: Driver stranded roadside and not on our system

ACCOUNTABILITY

This describes the extent to which this position is answerable for actions and their consequences. It measures the effect of the job/role on end results.

For each type of Accountability, indicate an approximate dollar value of impact and whether the role has a Direct impact (controls end results or shares control with peer positions) or Indirect impact (generally informational, interpretive, analytical, or enables others to take action). If no dollar value can be determined, enter Non-Quantifiable instead of an amount.

Sales

$ value: Non-Quantifiable

Direct/Indirect: Indirect

Selling, General, & Administrative

$ value: Non-Quantifiable

Direct/Indirect: Indirect

Manufacturing

$ value: Non-Quantifiable

Direct/Indirect: N/A

Project Management

$ value: Non-Quantifiable

Direct/Indirect: N/A

Assets

$ value: Non-Quantifiable

Direct/Indirect: N/A

Other (Please specify):
$ value: Non-Quantifiable

Direct/Indirect: N/A

List statements which describe the primary results/outputs for which this position is held accountable. Please limit the list to 5 or 6 statements.

To deliver an exceptional customer service experience, handling enquiries from a wide variety of fleet customers regarding their vehicle maintenance, including: booking in for routine service and maintenance, assisting customers in emergency breakdown situations and organising ancillary services, e.g. glass & tyre repair / replacement and vehicle rental

Ensuring incoming calls are handled in accordance with our Company SLA’s (service level agreements) and maintaining individual KPI’s (key performance indicators)

Ensuring that customer’s receive the expected outcome and resolution and remain Raving Fans

Holman is a global automotive leader that serves both commercial and consumer clients The Holman Way by always doing the right thing for our people, our customers, and the community since 1924. The Holman story began nearly a century ago as a single Ford dealership in New Jersey. Today, Holman, headquartered in Mount Laurel, New Jersey, is one of the largest family-owned automotive service organizations in North America with more than 6,500 employees across North America, the UK, and Germany.

Holman delivers a unique range of automotive-centric services including industry-leading 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. Guided by its deeply rooted core values and principles, Holman is continuously Driving What’s Right.

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.

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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