Internals Only - Customer Service Manager-B

TTEC•Melbourne, FL

13d•Hybrid

About The Position

Internal Only At Percepta, we bring first-class service across each market we support. As a Customer Service Manager-B 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. The Customer Service Manager (CSM) is the single point of contact for Dealers and Customer Experience Agents and Dealer Experience Agents for lemon law and buyback inquiries. There will be daily contact with Dealer Principals, Field Personnel, and Dealership Service and Sales Management, CX, and DX teams at assigned Dealers and Zones. The CSM will be empowered to make lemon law buyback and VLA decisions using resources and references for each state’s individual lemon law criteria to evaluate eligibility. The CSM is the liaison between the CX OR DX and the dealer or customer for review and inquiries related to lemon and buyback activities. The CSM will also be responsible for managing all cases at their assigned dealers to ensure the dealer provides a quality, timely, and professional response in order to provide the fairest and most thorough review for customers who have contacted the Client. The CSM will be responsible for providing process improvement recommendations that drive customer satisfaction and advocacy at the CRC and FLM dealers.

Requirements

High School Diploma or GED required
3 - 5 years’ prior use of verbal/written communication in previous employment
3 – 5 years’ Problem Resolution in a customer contact environment
3 – 5 years’ customer service experience with decision-making authority
Strong customer service and conflict resolution skills with a commitment to quality and customer satisfaction
Exercise good judgment in problem resolution
Ability to work well within a close team environment, self-sufficient, resourceful, and work well with minimal supervision
Ability to build relationships with dealer and field management and adapt approach to different management styles
Ability to communicate clearly and correctly
Strong organizational, time management and problem-solving skills
Strong multi-tasking skills
Ability to act on behalf of the company and demonstrate a high degree of professionalism, tact, and diplomacy
Ability to answer and complete phone calls promptly
Ability to navigate a computer, the internet, and applications successfully
Typing skills – accurately type a minimum of 30 words per minute

Nice To Haves

associate or bachelor’s degree preferred
Experience with dealer operations and handling escalated customer issues as an asset
Knowledge of Customer Contact Process and Guidelines, Escalated Handling Process, Customer Arbitration, and Warranty Program is an asset
Experience in the automotive industry preferred.

Responsibilities

Responsible for outbound and inbound calls to support case handling
Responsible for gathering and following up on information related to repair history
Resource for Zone Manager and Dealer inquiries regarding Client policy & procedures
Assist in providing Fleet and Retail case handlers with information related to the buyback inquiry and lemon law review
Monitor repairs and parts delays to aid in making decisions related to lemon law and buyback
Review of dealerships' warranty/ESP claims concerns
Responsible for making lemon law buyback and VLA decisions using resources and references for each state’s individual lemon law criteria
Document communication regarding all cases using Client CRM systems
Actively listens to the customer, providing answers, while assisting CXS/DXS and dealers in an efficient and professional manner
Process RAV uploads as required, including replacement requests
Process Technical Assistance Requests when applicable and follow up to ensure the issue is resolved
Support case handling for absent agents
Return all voice mail and email messages promptly
Create a relationship with the dealer and the field
Other duties as assigned
Must be able to interact with all internal and external departments and contacts
Must represent Percepta & the Client professionally with all clients, external organizations, and contacts