Automotive Business Development Lead

Berlin City Auto Group • Portland, ME

3d • Onsite

About The Position

Berlin City Auto Group is hiring a customer-focused, results-driven lead for its Business Development Team in Portland, Maine. The Lead Customer Relations Associate is a key point of contact for customers, answering questions, scheduling appointments, and following up by phone, email, and text. The role also supports the team’s daily operations by coaching associates, sharing feedback, assisting with training, and helping resolve challenges. Working with the Senior Business Development Manager and service leadership, the lead helps support business goals, team performance, and a collaborative environment centered on customer experience. The schedule is Monday through Friday, 9:30 a.m. to 6:00 p.m., with occasional Saturdays.

Requirements

• At least three years of customer service experience.
• At least two years of leadership experience.
• Experience supporting, training, or guiding others, or a demonstrated interest in leadership.
• Strong verbal and written communication skills and the ability to build rapport.
• A positive, professional approach and commitment to helping customers and teammates.
• Strong organization and follow-through, with the ability to manage multiple priorities.
• A calm, resourceful approach to solving problems in a fast-paced environment.
• Comfort using computers and learning new technology.
• A goal-oriented mindset and willingness to learn and improve.
• At least 18 years old.
• Authorized to work in the United States.
• Ability to successfully complete a pre-employment background check.

Nice To Haves

• Experience with customer management or scheduling systems.
• Automotive experience is not required; backgrounds in customer service, hospitality, healthcare, banking, retail, contact centers, or administrative support are welcome.

Responsibilities

• Manage inbound and outbound service calls to schedule appointments, build customer relationships, and grow the service customer base across Berlin City and Vista Auto dealerships.
• Respond to customer inquiries and follow up promptly on appointments by phone, email, and text.
• Address customer concerns professionally and coordinate with appropriate team members to resolve them in a timely manner.
• Maintain accurate customer information, appointment details, and communication records in dealership systems.
• Collaborate with service departments to provide a seamless, efficient, and consistent customer experience.
• Provide receptionist coverage during the receptionist’s time off.
• Promote a positive, collaborative, and accountable team environment by leading by example.
• Coach, mentor, and support associates by providing guidance, answering questions, and helping resolve day-to-day challenges.
• Assist the Senior Business Development Manager with associate onboarding, ongoing training, and developing and maintaining training materials.
• Monitor live and recorded calls for adherence to scripts, procedures, and quality standards.
• Provide constructive feedback and communicate coaching opportunities or concerns to the Senior Business Development Manager.
• Help coordinate daily team schedules, including start times, breaks, and lunch periods, to support coverage and workflow.
• Communicate dealership needs, staffing updates, team priorities, and process changes to relevant departments.
• Monitor team communications and identify customer feedback, advisor concerns, and service department trends; escalate issues to appropriate leaders as needed.
• Partner with the Senior Business Development Manager and service leadership to identify opportunities to improve outbound campaigns, department processes, team performance, and customer experience.

Benefits

• Hourly wage starting at $20.00, plus weekly incentives of up to $150.00.
• Career growth, ongoing training, and mentorship.
• Flexible schedule and paid time off that starts accruing upon employment.
• Medical, dental, vision, life, and disability insurance.
• 401(k) with company contribution.
• Up to $75 per month in fitness reimbursement for gym membership, fitness classes, and more.
• Employee discounts.
• Supportive, fun team environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed