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.

SKILLS

• 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.

ABOUT US

Established in 2000, we have contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breath and play by them every day. As a 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 - 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 offer incentives and promote physical, mental, and financial wellness
As a condition of employment, werequire all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. We are an Equal Opportunity Employer
We require 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. We are an Equal Opportunity Employer.
Please note that neither we nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process

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.

WHAT YOU BRING TO THE ROLE

• High School Diploma Required
• Associates or Bachelor’s degree preferred

A BIT MORE ABOUT YOUR ROLE

• Shift differential pay provided.•
• Candidates must have an open availability from 7:30AM-12 Midnight (Will only be scheduled 40hrs/week and schedule will be given in advance).
• Position includes a paid training period, and recurrent or new product training is provided as needed
• Training will be for a duration of approx. 10 weeks (4 weeks 8am-5pm ET, 6 weeks TBD) onsite