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Client Service Manager - Percepta

Company: Percepta
Location: Melbourne
Posted on: November 23, 2021

Job Description:

Expect more than a job! Our values are the heartbeat of our organization and we live, breathe and play by them every day. Join our team as a Client Service Representative and experience the satisfaction of being part of a unique culture. As a Percepta team member, you can expect

  • Culture of Service - to be treated like you are the customer from day one
  • Teamwork - belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges value in your contributions
  • Respect - a team that is accountable, dependable and gives you their full attention
  • Proactive - to surround yourself with solution-oriented people who strive to improve themselves, others and the organization
  • Career - growth and lots of learning opportunities for aspiring minds
  • Diversity - be a part of our growing diverse and community-minded organization that is all about having fun
  • Competitive compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs include incentives and promote physical, mental, and financial wellness. Position Summary The Client Service Representative (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 resources, create and manage complex cases through to resolution. The CSM will deliver and foster a premier level of service for 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 clients to address sales and service inquiries and concerns. Under the direction of the Client Operations Representative, the CSM will answer questions and 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 customers who have contacted our clients. The CSM will be responsible to identify process improvement recommendations that drive client and dealer satisfaction and advocacy at the CRC. Duties and Responsibilities RELATIONSHIPS
    • Provide superior level of client service with focus on building relationship of trust, empathy and enthusiasm with each 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 TRUST
      • 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 owners. RESPECT
        • 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. IN CONTROL
          • 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. Education --- High School Diploma Required --- Associates or Bachelor's degree preferred Experience
            • 3 - 5 years problem resolution and escalation issues in client contact environment
            • 3 - 5 years client service experience with decision making authority
            • Experience supporting luxury clients an asset
            • Experience in automotive industry, hospitality and/or luxury environment preferred
            • 3 - 5 years prior use of outstanding verbal/written communication in previous employment
            • 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. Job Requirements:
              • 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. Other
                • Must be able to interact with all internal and external departments and contacts
                • Must represent Percepta professionally with all clients and external organizations and contacts
                • If required, provide concern resolution and follow-up support for absent agents
                • May require evening and weekend working hours
                • Other duties as assigned. Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.

Keywords: Percepta, Melbourne , Client Service Manager - Percepta, Executive , Melbourne, Florida

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