Are you an experienced team leader ready for your next opportunity with a trusted brand that offers career growth, competitive pay, and a positive team culture? Berlin City Auto Group seeks a customer-focused, results-driven Customer Relations Lead to join our passionate Business Development Team in Portland, Maine! The schedule is Monday-Friday, 9:30-6:00, with occasional Saturdays.

What We Offer

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

Position Overview

As a Lead Customer Relations Associate, you’ll play an important role in creating a positive customer experience from the very first interaction. You’ll serve as a key point of contact, answering questions, scheduling appointments, and providing timely follow-up by phone, email, and text to ensure customers feel informed, valued, and supported throughout the process.

In addition to working directly with customers, you’ll help lead and support the Business Development team's daily activities. This includes coaching associates, sharing feedback, answering questions, and helping navigate challenges to keep operations running smoothly. In partnership with the Senior Business Development Manager and service leadership, you’ll help drive team performance, support business goals, and foster a collaborative environment focused on delivering an exceptional customer experience.

What You’ll Do

Customer experience

Manage inbound and outbound service calls to schedule appointments, strengthen customer relationships, and grow the service customer base across Berlin City and Vista Auto dealerships.
Respond to customer inquiries and follow up on appointments promptly by phone, email, and text.
Address customer concerns professionally and with care, coordinating with the appropriate team members to ensure timely resolution.
Maintain accurate customer information, appointment details, and communication records within dealership systems.
Collaborate with service departments to ensure a seamless, efficient, and consistent customer experience.
Act as backup for the Receptionist during time off

Team Leadership & Support

Lead by example by promoting a positive, collaborative, and accountable team environment.
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 established 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 appropriate coverage and workflow.
Communicate dealership needs, staffing updates, team priorities, and process changes to ensure alignment across the appropriate departments.
Monitor team communications and identify customer feedback, advisor concerns, and service department trends, escalating issues to the 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 overall customer experience.

What We’re Looking For

At least three years of customer service experience and 2 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 a commitment to helping customers and teammates