Client Service Manager

3 weeks ago

Melbourne, United States Navy Times Full time

Location: US-FL-Melbourne Posted: 03/04/2022 Closing: 04/03/2022 Degree: High School Type: Full-Time Experience: Not Specified **At Percepta,** **we bring first-class service across each market we support. As a Client Service Manager in Melbourne, FL, youll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.****What Youll 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, 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 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 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.

* Provide superior level of client service with focus on building relationship of trust, empathy and enthusiasm with each vehicle 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

* 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.

* 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.

Client Service Manager - Percepta

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