Automotive Customer Support Manager

TITLE: AUTOMOTIVE CUSTOMER SUPPORT MANAGER

JOB SUMMARY:

This position will be responsible for the management of the Customer Support & Call Center Department for an Automotive Aftermarket Company. This position focuses on handling consumer questions and concerns pertaining to vehicles and our automotive aftermarket products.

PRIMARY DUTIES AND RESPONSIBILITIES:

AUTOMOTIVE MECHANICAL AND CUSTOMER SERVICE EXPERIENCE IS A MUST.

· Leads and motivates Customer Support Specialists to meet company goals and objectives.

· Escalation point for Customer Support Specialists when support is needed regarding a consumer question, complaint, or claim.

· Fields questions, concerns, and claims directly from consumers when Customer Support Specialists are unavailable to do so.

· Lead on handling and resolving all consumer claims.

· Handles testing of components related to claims.

· Routinely analyzes call center data with the goal of meeting call center goals and objectives.

· Compiles and submits data in report form to the Director of Operations monthly.

· Provides consumer feedback regarding company products for Product Development.

· Creates and maintains department documentation in hard copy and/or electronic form.

· Listens to call recordings and completes scorecard when evaluating Customer Support Specialist call performance.

· Consistently coaches Customer Support Specialists with reference to scorecard and company goals and objectives.

· Ensure that all interactions with consumers are handled professionally, efficiently, and effectively.

· Develop, implement, and manage training program for Customer Support Specialists.

· Plan and manage department resources to optimize efficiency and productivity.

· Ensure adherence to policies and procedures.

· Research and stay up to date with the latest automotive trends as it relates to company products.

· Assist consumers with troubleshooting and diagnosing automotive issues as it related to company products.

QUALIFICATIONS:

· High school diploma, general education degree, or equivalent.

· Knowledgeable about vehicle engine, power steering, transmission, and cooling systems for vehicles used in the U.S. and Canada.

· Must have Automotive mechanical and customer service experience.

· Excellent communication (oral & written), interpersonal, and organizational skills.

· Able to type a minimum of fifty words a minute.

· Enjoys working on the phone and via e-mail to help consumers with any automotive mechanical support issue including, but not limited to trouble shooting, product installation, and consultation.

· Able to work independently and efficiently with a focus on team objectives.

· Self-motivated, detail-oriented, and organized.

· Proficient working with Microsoft Word, Excel, and Access.

Job Type: Full-time

Pay: $65,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person

Salary : $65,000 - $70,000