Manager, Dealer Support

Hyundai Capital•Plano, TX

7d•Hybrid

About The Position

The Manager, Dealer Support is responsible for leading the team that serves as the operational first contact for dealers via calls and dealer support inbox ensuring issues related to funding, titles, contracts, and post-funding activities are resolved accurately, efficiently, and consistently. In addition, this role is responsible for streamlining processes ensuring best practices are applied consistently across the team members.

Requirements

Minimum 5-7 years’ related experience in a customer service environment.
0-2 years supervisory or leading large projects.
High School Diploma or GED required.
Proactive approach to problem-solving. Demonstrated skill set in identifying, researching, and solving problems.
Ability to execute and deliver on KPI strategies.
Experience in service-related disciplines. Understands and can develop a customer-centric approach that meets all policies and procedures while promoting customer retention.
Ability to successfully manage, train, develop and mentor direct reports.
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Strong interpersonal skills to promote team success and development.
Strong communication skills with the ability to share clear messages effectively both inside and outside the organization both verbally and in writing.
Proven analytical skills to provide analysis and report summaries to upper management.
Understanding team dynamics and techniques to build strong teams. Must be able to influence, motivate and engage associates.
Exceptional time management skills, with the ability to multitask in a fast-paced environment while meeting established deadlines.
Proven track record with delivering seamless customer experiences.
Ability to thrive in a performance coaching environment.

Nice To Haves

Bachelor’s degree or equivalent work experience preferred.

Responsibilities

Led Daily Operational Activities: Manage assigned KPIs, KPI’s goals (i.e. Service Level Agreements, ASA, Abandoned Rate, First Call Resolution, and CSAT scores), and objectives in order to provide exceptional service to our dealer base, drive performance and development.
Provide monthly reports on team’s KPIs and initiatives to senior management as directed.
Coach team on complex dealer scenarios (funding, titles, payoffs, post-funding issues).
Dealer Issue Resolution: Ensure high levels of service and satisfaction by providing prompt and efficient resolution to dealers’ concerns/inquiries following company policies and procedures.
Act as escalation point for complex or sensitive dealer issues.
Partner with various stakeholders across the business (Funding, Action Center, Title, Sales and Field, etc.) to close gaps.
Provide appropriate reporting on dealer concerns and proactively analyze root cause and provide appropriate solutions.
Compliance and Policy & Procedure Adherence: Ensure compliance to HCA policies and procedures through a systematic review of departmental activities coordinating activities through Internal Audit, Compliance, QA, or HCS as appropriate.
Proactively assess policies to ensure they meet corporate objectives and are in line with customer satisfaction goals.
Process Improvement: Coordinate and assist with operational initiatives to enhance servicing, productivity and employee engagement.
Support initiatives to address key concerns providing solutions to deficient areas.
Lead, mentor, and develop team members by providing direction, performance feedback, and support to ensure effective collaboration, professional growth, and achievement of organizational and personal goals.