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Percepta · 9 hours ago

Luxury Client Service Manager

Melbourne, FL

Full-time

Onsite

Mid Level

$18.34/hr - $18.34/hr

3+ years exp

Percepta is a company that specializes in creating customer loyalty across the globe. They are seeking a Luxury Client Service Manager who will act as a brand ambassador for luxury clients, ensuring exceptional service and managing client inquiries and concerns effectively.

Customer ServiceOutsourcing

Responsibilities

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

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

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

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

Qualification

Client service experienceProblem resolutionLuxury client supportVerbal communicationWritten communicationMulti-taskingDesktop computer useTyping skillsConflict resolutionTime managementOrganizational skills

Required

High School Diploma Required

3 – 5 years problem resolution and escalation issues in client contact environment

3 – 5 years client service experience with decision making authority

3 - 5 years prior use of outstanding verbal/written communication in previous employment

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