Job Description

Automotive Service Call Center - Assistant Manager

Pay: $18.00 per hour

Full-Time Position | Location: 931 S. Willow Avenue, Cookeville, TN

CALL CENTER EXPERIENCE REQUIRED

LEADERSHIP EXPERIENCE PREFERRED

BILINGUAL CANDIDATES ARE HIGHLY ENCOURAGED TO APPLY!

In-person applications can be filled out at 501 Neal Street (Nissan of Cookeville).

Questions? Call 931-261-0776.

OVERVIEW:

We are seeking a highly motivated Assistant Manager to help lead and support our Call Center team. This role is ideal for someone with call center experience who’s ready to take on more responsibility, help coach a team, and maintain top-tier customer service standards in a fast-paced automotive service environment.

The Assistant Manager will work alongside the Call Center Manager to supervise daily operations, support and guide team members, resolve escalated customer concerns, and ensure scheduling and service coordination are running smoothly, in addition to the duties of a Call Center Agent.

KEY RESPONSIBILITIES:

• Support Team Supervision:

• Assist in the oversight of day-to-day call center operations.
• Provide real-time support and coaching to agents.
• Monitor performance metrics and call quality.

• Escalation Handling:

• Step in to resolve complex customer concerns or conflicts.
• Ensure all customer issues are addressed within company policies.

• Scheduling & Coordination:

• Oversee appointment bookings and maintain efficient scheduling processes.
• Ensure agents are accurately gathering vehicle and service information.

• Training & Development:

• Help onboard and train new agents.
• Participate in ongoing development of staff to uphold service standards.

• System Management:

• Ensure accurate documentation of customer interactions in the system.
• Monitor workflow and help optimize team performance.

REQUIREMENTS:

• Previous call center or service coordination experience.
• Leadership or supervisory experience preferred.
• Strong problem-solving and multitasking skills.
• Excellent verbal and written communication.
• Familiarity with automotive services is a plus.

BENEFITS:

• $18.00/hour
• 401(k) + Matching
• Health, Dental, and Vision Insurance
• Paid Time Off
• Employee Discounts

Work Schedule:

• Monday through Saturday
• 1 day off Monday - Friday, in addition to Sundays.
• Day and closing shifts

Ability to Commute:

Cookeville, TN 38501 (Required)

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