Temp COM ESP Technical Claims Manager (Internal Only)

Requisition Title

Description

At Percepta, we bring first-class service across each market we support. As a TEMP Customer Operations Manager, you’ll be a part of creating and delivering amazing customer experiences while also enjoying the satisfaction of being part of a unique culture. This is an internal-only position.

What You’ll Be Doing
The Customer Operations Manager (COM) leads a market team responsible for case management of escalated issues between customers and dealers to come to a resolution. The position will lead a team of Customer Service Managers (CSMs) responsible to provide support to Automobile Dealers, OEM Field Personnel, retail and fleet consumers on sales and service satisfaction tools and resources. The COM will supervise and coach CSMs while building strong relationships with Dealership and Field personnel. Responsibilities include leading a team to deliver exceptional customer and dealer support including accessibility and problem resolution. The position requires the ability to lead a team to deliver high customer and employee satisfaction, customer case management expertise and an understanding of Dealership sales and service operations.

During a Typical Day, You’ll

Operations & Performance Management

• Meeting Service Level Agreements (SLAs). IF SLAs are not met, develop and execute action plans to address performance issue.

• Identify trends in team performance.

• Drive superior dealer satisfaction as measured by accessibility and problem resolution (surveys).

• Deliver superior customer handling (including fleets) as measured by voice of customer surveys.

• Deliver superior support to OEM Field Personnel as measured by surveys.

• Deliver high employee satisfaction as measured by Percepta employee satisfaction surveys.

• Review Customer Service Manager performance metrics (monthly) and develop improvement action plans.

• Monitor calls and coach Customer Service Managers to ensure excellent service.

• Deliver coach-backs and mentor Customer Service Managers (side-by-side)

• Responsible to ensure all Customer Service Managers have an individual training plan.

• Provide feedback to OEM Field Personnel and Dealership Personnel on Dealer, Market and Zone customer satisfaction performance.

• Complete annual performance evaluations and monthly scorecards.

• Monitor process and policy issues that impact satisfaction and engage CRC Management, Field, Dealers and Customer Service Managers to drive process change

• Identify process improvement opportunities

• Participate in calibration sessions (Dearborn & Melbourne)

• Mentor agents to develop customer advocacy, communication skills, program knowledge

• Conduct new hire and recurrent training as required.

• Achieve program certification and attend all training as required.

• Serve as a role model for excellent customer handling and promote a culture of Dealer and Customer loyalty.

• Work directly with Field and Dealers to resolve difficult customer issues.

• Promote and foster a continuous improvement culture within the organization.

• Conduct Team Meetings weekly with direct reports to communicate information.

• Participate in zone / market reviews with OEM Field Personnel.

• General administrative duties as required

Work Environment

• Lead by example to create a positive work environment that drives team performance.

• Demonstrate leadership that drives employee retention, high productivity and customer satisfaction.

• Complete annual performance evaluations and monthly scorecards.

• Recognize and reward excellent individual and team performance.

• Build team morale to support agent retention.

Miscellaneous

• Support agent interview selection process.

• Conduct/participate in focus groups and agent/company feedback sessions.

• Administer disciplinary actions if necessary.

What You Bring to the Role

Education

• Bachelor's degree preferred.

Experience

• Minimum of 5 years’ experience with Automotive OEM and/or Automotive Dealership (sales or service)

• Experience leading a team to deliver high customer and employee satisfaction

• Ability to work with OEM Field and Dealership Personnel

• Vehicle technical competence and/or experience an asset

• Contact Center experience a plus

Skills

• Leadership Skills:

o Team Building

o Good judgment in problem resolution

o Ability to create a supportive and conducive adult learning environment

o Ability to drive employee satisfaction

o Demonstrate professionalism

• Knowledge of Dealership Sales and Service operations

• Knowledge of customer satisfaction programs and policies for Automotive Dealers and OEM's.

• Strong customer service background and experience.

• Knowledge of Automotive Warranty and Policy practices including service contracts.

• Strong computer skills including spreadsheets and database applications. Experience with Excel, E-mail and Word required.

• Strong analytical skills including ability to interpret performance reports to identify trends

• Excellent oral and written communication skills.

• Strong organizational, time management and problem-solving skills including ability to multi-task.

• Ability to create a supportive and conducive professional learning environment

• Knowledge of Microsoft Dynamics, VCTS, AWS, eTracker, eRoom an asset

Other

• Must be able to interact with all internal and external departments and contacts. Must represent Percepta professionally with all clients, external organizations, and contacts.

Direct Reports

• 12-16 Customer Service Managers

• Assistant Customer Operations Manager

What You Can Expect

• 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)

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, breathe, 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 of 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.

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.

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