Team Lead - BDC Service - Remote Eligible

Bdc Service Team Lead

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.

We're seeking a BDC Service Team Lead to support the day-to-day operations of the BDC Service Team, including evening and weekend coverage. This role is ideal for someone who thrives in a fast-paced environment, enjoys mentoring others, and is committed to delivering outstanding customer experiences.

This is a remote, work-from-home opportunity offering an hourly rate of $23.00. Candidates must be available to work flexible hours, including occasional Saturdays.

Key Responsibilities

As a Team Lead, you will be expected to:

• Provide operational support to the Service Leadership team, including night/weekend coverage, escalations, reconciliations, and system overrides.
• Manage inbound and outbound call queues while fulfilling team lead duties.
• Act as a role model and mentor, fostering a positive and inclusive team environment.
• Champion the BDC Service strategic vision and promote a culture of continuous improvement.
• Participate in recruiting, onboarding, training, and development of new team members.
• Share best practices for script adherence, appointment setting, and phone skills.
• Recommend and draft process updates and training materials to enhance performance.
• Make outbound calls to customers for various service-related follow-ups (e.g., recalls, declined work, overdue service).
• Serve as the first point of contact for customer escalations, ensuring prompt and effective resolution.
• Track activity and complete reporting as needed.
• Promote and embody Holman's core values and brand standards.
• Support special projects and perform other duties as assigned.

Qualifications

Education & Training:

• Bachelor's degree or equivalent work experience in the automotive industry, call center, or customer service.

Experience:

• Minimum 2 years of demonstrated proficiency in BDC Service operations.
• Strong understanding of BDC systems, policies, and procedures.
• Proven success in meeting or exceeding department performance metrics.
• Experience with outbound tools such as Conversica, Teleservice, and Service Connect.

Skills & Competencies:

• Proficient in MS Office Suite (Outlook, Excel, Word, PowerPoint, etc.).
• Excellent written and verbal communication skills.
• Strong interpersonal skills with a focus on rapport building and inclusivity.
• Ability to prioritize tasks and manage time effectively.
• Comfortable presenting information and reinforcing strategic goals.
• Independent, reliable, and solution oriented.
• Positive agent for change and team role model.

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

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.

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.

We offer competitive wages that are commensurate with job-related skills, experience, relevant education or training, and geographic location, starting in the range of $20.92 - $28.25 USD per hour.

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.

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.