Customer Service Manager

4 weeks ago

Parsippany, United States DOWC Full time

About Us

Dealer Owned Warranty Company LLC is a leading provider of F&I (Finance and Insurance) partnership services in the automotive industry, offering a full suite of obligor and administrator services, top-of-the-line products, technology, and training. We understand the importance of leveraging process and technology in the F&I industry to drive revenue and ensure success. Our goal is to provide visibility, transparency, and the tools needed for our partners to build their wealth and achieve their goals. DOWC prides itself on taking care of its employees (We were voted one of the “Best Places to Work” two years in a row), and we also offer award-winning products.

All of our positions are fully on-site in Parsippany, NJ.


Overview

We are seeking a dedicated and motivated Customer Service Manager to join our growing company and lead a new team of customer service representatives. This role is essential in providing exceptional customer service and support to our clients and partners. The ideal candidate will possess strong communication skills, leadership capabilities, a keen attention to detail, and the ability to work efficiently in a fast-paced environment. This person will be solution-oriented and eager to learn a complex business. We are seeking experienced managers who have exposure to B2B customer service.


Duties

  • Lead a team of customer service representatives to provide exceptional customer service
  • Manage operations and all escalated matters of the customer service team
  • Implement standard operating procedures and continuous process improvement for customer service operations
  • Provide outstanding customer support via phone, email, and chat.
  • Assist clients with escalated inquiries regarding products and services, ensuring a high level of satisfaction.
  • Maintain accurate records through data entry and computerized systems.
  • Communicate effectively with team members and clients to resolve issues promptly.
  • Lead, coach and develop customer service team members on an ongoing basis
  • Demonstrate excellent phone etiquette while handling client interactions.
  • Collaborate with sales and other departments to streamline client services and improve overall efficiency.
  • Collaborate with executive leadership to resolve ongoing customer issues and improve operational efficiency
  • Supervise the queue of ongoing support tasks and ensure all customer issues are being resolved in a high-priority manner
  • Participate in training sessions to enhance product knowledge and service skills.
  • Provide leadership and coaching to assure that all employees succeed in meeting individual performance goals
  • Establish performance benchmarks and hold team to those goals
  • Resolve customer conflicts and handle escalation procedures
  • Record, log, and track all customer service data for accurate reporting
  • Deliver weekly data-driven reports and present to executive leadership


Qualifications

  • Minimum of 3 years as a Customer Service Manager in a corporate office or call center environment
  • Insurance or automotive industry highly preferred
  • Experience with B2B customer service highly preferred
  • Strong sales acumen with the ability to identify client needs and recommend appropriate solutions.
  • Excellent communication skills, both verbal and written.
  • Proven leadership abilities and strong inclination to drive team results
  • Proficiency in data entry and familiarity with MS office software applications.
  • Strong organizational skills with an emphasis on attention to detail.
  • Superior sense of urgency and ability to complete tasks in a timely manner
  • Strong customer-first attitude and relationship building skills
  • Ability to collaborate with executive leadership and present accurate data


Come join our growing team here in Parsippany As NJ's Best Places to Work Honoree for two years in a row, we offer:

  • Competitive compensation
  • Medical, Dental, Vision, 401k matching, Life Insurance, medical expense card
  • PTO and Sick Time
  • Corporate events, team and culture building activities, employee awards and recognition, company trips and more


DOWC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact us for assistance.

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