Job description

Join BraunAbility Arch Retail on our mission to positively impact the lives of our customers and their families. Over the past 40 years, our nationwide retail network has grown to 50 mobility centers operating under the United Access and Ability Centerbrands. Come be a part of a culture that is compassionate, family-oriented, and truly believes in going the extra mile for our customers. By providing excellent customer service and trustworthy wheelchair accessible vehicles and products, we take pride in helping our customers live more fulfilling and independent lives!

As the Business Development Center Manager, you will need a “Customer First” mentality and must have previous experience developing a team and implementing new processes and procedures to make an impact in our growing business. You willmanage, train, develop, and motivate a team of representatives in our Business Development Center (BDC) and ensure we have an effective team to handle all incoming sales and service phone calls, internet leads, chats, texts and emails from customers. Candidates must have a strong business acumen, sales aptitude and a willingness to accept full accountability for BDC targets. Excellent communication and interpersonal skills and strong leadership and motivational skills are essential.

This role reports to the Vice President of Retail Marketing.

ESSENTIAL DUTIES MAY INCLUDE:

● Manage a co-located and remote team of 10+ ensuring sufficient scheduling of agent coverage across all time zones during peak phone times, holidays and team PTO.

● Promote the highest level of customer service and represent United Access brand values when communicating with customers via phone, social media, email, chat and text.

● Actively monitor calls, to ensure a high standard of call quality is maintained.

● Develop monthly, quarterly, and annual call center goals and action plans. Provide coaching and feedback as required on a team or individual basis.

● Maximize customer connection and handoff process between BDC and retail stores.

● Manage and maintain customer intake process into CRM.

● Identify and act on opportunities to improve the customer’s journey with United Access. Write scripts that support the customer shopping and buying journey.

● Handle escalated customer calls, chats and/or emails as needed

● Manage customer store survey process including monthly reporting.

● Be comfortable reporting trends and improvement opportunities to leadership.

● Work collaboratively with Store personnel, Sales leadership, IT, Marketing, Training and other teams to drive growth and customer success.

EDUCATION, SKILLS & EXPERIENCE:

● Bachelor’s degree or equivalent work experience is required

● 5+ years of customer service experience required

● 2+ years inbound/outbound BDC management experience required

● Demonstrated expertise in call center technology (telephony, call trees & routing, chat, screen pops, call recording, etc.)

● Proficient working in a CRM system

● Experience working in an automotive dealership environment is a plus

● Knowledge of and experience with performance evaluations and customer service metrics.

● Excellent communication, customer service, and problem solving skills, including the ability to maintain composure under stress

● Ability to thrive in a team environment and consistently display professional demeanor.

● Strong organization skills, able to multi-task, and can manage time to meet frequently changing deadlines in a fast-paced environment

● Strong leadership and motivational skills

● Outgoing personality and willing to work with the public on a daily basis

● Proficient computer and internet skills

WHO WE ARE:

BraunAbility Arch Retail is part of the BraunAbility family and is a privately owned and operated company providing accessible vehicles and other mobility solutions to those with mobility disabilities.

Our experienced team above all values our customers and employees. While our stores are fast paced, we heavily emphasize patience and understanding to meet the right needs for our customers. BraunAbility Arch Retail team members work hard and aim to provide customers with dependable products of the highest quality. Our goal is to ensure excellent customer service and deliver trustworthy vehicles that give individuals and families the support and independence they desire.

BENEFITS:

Competitive Salary, Medical, Dental, and Vision health insurance, 401K with company match, paid time off, and paid holidays

Job Type: Full-time

Pay: $55,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• Saint Ann, MO 63074: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Customer Service: 5 years (Preferred)
• Call center management: 2 years (Preferred)

Work Location: Hybrid remote in Saint Ann, MO 63074

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