Internals Only - Customer Service Manager-B

**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

Customer Support Team/ Buyback Program. This is a hybrid Position. Monday- Friday (Tues-Thu in office).

What You’ll Be Doing

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.

During a Typical Day, You’ll

· 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

What You Bring to the Role

Education

· High School Diploma or GED required; associate or bachelor’s degree preferred

Experience

· 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

· 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.

Skills

· 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