Luxury Client Service Manager

Requisition Title

Description

At Percepta, we bring first-class service across each market we support. As a Client Service Manager onsite 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.

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.

During a Typical Day, You’ll Build…

RELATIONSHIPS

• 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

TRUST

• Act as a liaison between clients and dealerships, providing excellent service to all parties by building rapport and anticipating requests and questions
• Return all voice mail and email messages promptly, and follow-up with clients and dealers at the time expected
• Be prepared to explain information supporting decisions communicated to vehicle owners.

RESPECT

• Responsible for documenting client inquiries or concerns in the applicable CRM tool and promptly addressing inquiries or concerns on a first call (email) basis after determining the appropriate actions necessary based upon training, job aids, and research (including calling dealers when necessary to investigate alternative solutions and provide client feedback)
• Be understanding of the client’s communication preferences, style, and time
• Responsible for following up on issues or concerns to the point of escalation or resolution
• When providing information, check for understanding and agreement.

IN CONTROL

• When necessary, use applicable client satisfaction tool(s) to resolve client concerns. Tools available include Financial Assistance, Service Component Plan, Extended Service Plan, Vehicle Payment, and Maintenance Plans
• Anticipate follow-up questions and related requests from the client
• Judge when the client is open to receiving additional information
• Manage financial assistance requests within CSM Delegation of Authority (DoA) for vehicles and obtain documented Leadership approval for requests in excess of DoA
• Participate in call monitoring as requested.

What You Bring to the Role

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

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.

What You Can Expect

• Starting hourly rate of $18.34
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

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

About Percepta

Established in 2000, Percepta has 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 Percepta 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, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer

Percepta requires 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. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta 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.