Customer Assistance Supervisor

Toyota North America • Alpharetta, GA

5d • Onsite

About The Position

An important part of the Toyota family is Toyota Financial Services (TFS), the finance and insurance brand for Toyota and Lexus in North America. While TFS is a separate business entity, it is an essential part of this world-changing company- delivering on Toyota's vision to move people beyond what's possible. At TFS, you will help create best-in-class customer experience in an innovative, collaborative environment. Toyota does not offer support or sponsorship of job applicants for employment-based visas or any other work authorization for this role now or in the future. You must have the right to work in the United States and not require Toyota support or sponsorship for immigration-related employment (e.g., H-1B, O-1, E-3, H-1B1, TN, F-1 OPT, F-1 STEM OPT, F-1 CPT, TN, ‘job flexibility benefits’ (also known as I-140 or Adjustment of Status portability), etc. now or in the future. You should not apply for this role if you will require Toyota to assist with immigration support or sponsorship now or in the future.

Requirements

• Ability to build relationships with a broad audience both internal and external to TFS.
• Manage projects successfully to meet deadlines, provide deliverables, and adhere to budgets.
• Work collaboratively with other team members.
• Strong organizational and stakeholder management skills.
• Strong verbal, written, and analytical skills.
• Strong analytical and account review skills
• Experience working in Impounds
• Working knowledge of Microsoft Office Applications (Word, PowerPoint, Excel, etc.)
• Displays leadership qualities to build trust, followership, and genuine relationships.
• Demonstrates ownership of overall Experience Center performance by supporting, motivating, and energizing other team members.

Responsibilities

• Oversee the day-to-day activities of a Customer Assistance unit to ensure a customer-first approach to handling all communications.
• Serve as a resource to Customer Assistance Specialists dealing with more complex or difficult customer transactions, providing direct customer service on elevated, typically sensitive or complex, collection issues, and reporting/referring the most complex and sensitive issues to the Customer Assistance Manager for resolution.
• Monitor and evaluate staff performance levels and workflow efficiencies to meet projected needs and ensure the highest level of customer satisfaction and team member productivity.
• Ensure quality of service by providing effective coaching and constructive feedback to Customer Assistance Specialists on an individual and ongoing basis on customer contact quality, processing accuracy, and work efficiency as well as enabling them to take an active role in improving their own performance and thus maximizing individual and Experience Center potential.
• Identify opportunities for team members to develop new skills and abilities required to increase their effectiveness.
• Complete objective and relevant performance appraisals for direct reports in a timely manner.
• Work in conjunction with other Supervisors and Managers in the evaluation, development, and implementation of workflow efficiencies to ensure a world-class customer experience.
• Maintain delinquency, repo- and loss ratios at or below established objectives.
• Monitors service level for inbound groups.
• Assists the Customer Assistance Manager in developing standard and consistent operating procedures, goals, and objectives for the department including call handling, adherence to call model, monitoring, customer retention, and follow-up guidelines.
• Monitor the changing needs of the team and provide input and participate in the interview, selection and hiring process to ensure adequate staffing levels.

Benefits

• Professional growth and development programs to help advance your career, as well as tuition
• Team Member Vehicle Purchase Discount
• Toyota Team Member Lease Vehicle Program (if applicable)
• Comprehensive health care and wellness plans for your entire family
• Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute
• Paid holidays and paid time off
• Referral services related to prenatal services, adoption, childcare, schools and more
• Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)
• Relocation assistance (if applicable)

What This Job Offers

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