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.
What will you be doing?
Provide leadership and direction to a team of customer service technicians, ensuring adherence to company policies, procedures, and performance standards.
Coach team members on effective communication, problem-solving, and customer service skills; provide constructive feedback to support individual growth and development.
Identify training needs and coordinate ongoing training sessions to enhance team skills and knowledge.
Foster a positive and inclusive work environment through recognition of achievements and support of team relationships.
Lead by example, demonstrating professionalism, integrity, and a customer-centric approach in all interactions.
Address conflicts or concerns within the team promptly and constructively to maintain a harmonious work environment.
Act as a liaison between the team and management, communicating customer needs, issues, and trends.
Provide regular updates on team performance, customer feedback, and operational challenges to support decision-making at the management level.
Ensure clear communication of business strategies, goals, and performance metrics to team members.
Address interdepartmental and operational issues promptly and efficiently to minimize disruptions to customer service operations.
Collaborate with other departments to identify root causes of problems and implement effective solutions.
Provide ongoing support and guidance to team members to resolve customer issues and prevent escalations.
Handle escalated customer inquiries or complaints that require supervisor intervention, providing prompt and effective resolution
Monitor call quality and customer satisfaction metrics to identify areas for improvement and implement corrective actions.
Proactively identify opportunities for process improvements, efficiency gains, and service enhancements within the department.
Collaborate with management to develop and implement strategic initiatives that drive departmental growth and success.
Perform all other duties and special projects as assigned
What are we looking for?
Bachelor’s degree in Business Administration, Management, Communication or a related field or equivalent work experience preferred but not required
Additional education, certifications, or other distinctions are a plus
Proficient in various desktop tools including MS Office Programs (i.e. Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint etc.)
3-5 years’ experience in customer service or other related area as an individual contributor
Minimum 1 year experience in a supervisory or leadership tole, particularly in a customer service or call center environment, preferred
Strong customer service experience is essential
Experience or familiarity with fleet management processes, such as vehicle maintenance, repair authorization, and vendor management preferred
Breadth and depth of expertise in a technical or functional area; knowledge of work processes and tools is generally limited to own area of responsibility or department
Reviewing and improving processes, methods, and tools to increase efficiency and accuracy
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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):
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.
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.
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 $91,530.00 - $130,430.00 USD annually for full time employees. The annual compensation range is comprised of base pay earnings.Artificial Intelligence Statement
To maintain the integrity and authenticity of our hiring process, we kindly request that all candidates refrain from using artificial intelligence (AI) tools to generate, assist with, or enhance any part of their application materials (including resumes, cover letters, written and verbal responses, and images) or during any stage of the interview process. We value genuine, original work that reflects your personal experience, skills, and communication style. As part of our commitment to a fair and transparent evaluation process, please be advised that we may use technology to detect AI-generated content submitted by candidates. Candidates found to have used AI assistance in violation of this policy may be disqualified from consideration.
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.