Luxury Client Service Manager

TTEC•Melbourne, FL

31d•Onsite

About The Position

At Percepta, we bring first-class service across each market we support. As a Client Service Manager onsite in Melbourne, FL, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. What You'll Be Doing… The Client Service Manager (CSM) will work with luxury clients as a brand ambassador to exceed client and dealer expectations in all deliverables. The CSM must possess the skills to answer inbound client contacts from multiple channels, properly address those inquiries using our clients' resources, and create and manage complex cases through to resolution. The CSM will deliver and foster a premier level of service for our clients and dealerships based on trust and respect, and by developing and maintaining strong professional relationships. This position is the single point of contact for our clients to address sales and service inquiries and concerns. Under the direction of the Client Operations Manager, the CSM will answer questions resolve concerns raised by clients, and respond to contacts generated by Dealers and Field Personnel. In this role, the CSM is empowered to make decisions using client satisfaction tools to resolve client concerns. The CSM will also be expected to ensure the selling and/or servicing dealer provides a high-quality, timely and professional response to clients who have contacted us. The CSM will be responsible to identify process improvement recommendations that drive client and dealer satisfaction and advocacy at the LCRC.

Requirements

High School Diploma Required
3 - 5 years problem resolution and escalation issues in client contact environment
3 - 5 years client service experience with decision making authority
3 - 5 years prior use of outstanding verbal/written communication in previous employment
High level of trust and integrity
Dedication to following through on commitments
Ability to act on behalf of the company and demonstrate a high degree of professionalism, tact and diplomacy
Excellent English language oral and written communication skills, including strong reading and comprehension skills, spelling and punctuations and proven email etiquette in a business environment
Strong client service and conflict resolution skills with a commitment to quality and client satisfaction
Ability to demonstrate empathy and build professional relationship during short telephone conversations
Exercise good judgment in problem resolution
Ability to work well within a close team environment, self-sufficient, resourceful, and works well with minimal supervision
Ability to build strong professional relationships with dealer and field management and adapt approach to different management styles
Ability to communicate clearly and correctly, both in writing and on the phone, and respond effectively to follow-up questions and requests for additional information
Strong organizational, time management and problem-solving skills
Conflict resolution skills
Multi-tasking skills
Ability to answer and complete phone calls in a timely manner
Ability to use a desktop computer
Typing skills - accurately type minimum 30 words per minute.

Nice To Haves

Associates or Bachelor's degree preferred
Experience supporting luxury clients an asset
Experience in automotive industry, hospitality and/or luxury environment preferred
Experience with dealer operations and handling escalated client issues an asset
Knowledge of Client Contact Process and Guidelines, Escalated Handling Process, Client Arbitration, Warranty Program an asset
Previous exposure to highly professional office environments (medical, financial investments) a plus.

Responsibilities

Provide superior level of client service with focus on building relationship of trust, empathy and enthusiasm with each vehicle owner
Responsible for handling inbound client calls regarding sales and service inquiries or concerns in a courteous and professional manner, displaying poise and confidence in their communications
Responsible for handling inbound client emails regarding sales and service inquiries or concerns, corresponding with clients using professional, grammatically correct, written responses
Responsible for resolving client issues using all available resources including Dealers, Team Leaders, Subject Matter Experts (Sales and Technical), Field Service Engineers, and Concern Resolution Specialists
Act as a liaison between clients and dealerships, providing excellent service to all parties by building rapport and anticipating requests and questions
Return all voice mail and email messages promptly, and follow-up with clients and dealers at the time expected
Be prepared to explain information supporting decisions communicated to vehicle owners.
Responsible for documenting client inquiries or concerns in the applicable CRM tool and promptly addressing inquiries or concerns on a first call (email) basis after determining the appropriate actions necessary based upon training, job aids, and research (including calling dealers when necessary to investigate alternative solutions and provide client feedback)
Be understanding of the client's communication preferences, style, and time
Responsible for following up on issues or concerns to the point of escalation or resolution
When providing information, check for understanding and agreement.
When necessary, use applicable client satisfaction tool(s) to resolve client concerns. Tools available include Financial Assistance, Service Component Plan, Extended Service Plan, Vehicle Payment, and Maintenance Plans
Anticipate follow-up questions and related requests from the client
Judge when the client is open to receiving additional information
Manage financial assistance requests within CSM Delegation of Authority (DoA) for vehicles and obtain documented Leadership approval for requests in excess of DoA
Participate in call monitoring as requested.