Internals Only - Customer Service Manager-B

What You'll Be Doing: The Customer Service Manager (CSM) is the single point of contact for Dealers and Customer Experience Agents and Dealer Experience Agents for lemon law and buyback inquiries. There will be daily contact with Dealer Principals, Field Personnel, and Dealership Service and Sales Management, CX, and DX teams at assigned Dealers and Zones. The CSM will be empowered to make lemon law buyback and VLA decisions using resources and references for each state's individual lemon law criteria to evaluate eligibility. The CSM is the liaison between the CX OR DX and the dealer or customer for review and inquiries related to lemon and buyback activities. The CSM will also be responsible for managing all cases at their assigned dealers to ensure the dealer provides a quality, timely, and professional response in order to provide the fairest and most thorough review for customers who have contacted the Client. The CSM will be responsible for providing process improvement recommendations that drive customer satisfaction and advocacy at the CRC and FLM dealers. During a Typical Day, You'll Responsible for outbound and inbound calls to support case handling Responsible for gathering and following up on information related to repair history Resource for Zone Manager and Dealer inquiries regarding Client policy & procedures Assist in providing Fleet and Retail case handlers with information related to the buyback inquiry and lemon law review Monitor repairs and parts delays to aid in making decisions related to lemon law and buyback Review of dealerships' warranty/ESP claims concerns Responsible for making lemon law buyback and VLA decisions using resources and references for each state's individual lemon law criteria Document communication regarding all cases using Client CRM systems Actively listens to the customer, providing answers, while assisting CXS/DXS and dealers in an efficient and professional manner Process RAV uploads as required, including replacement requests Process Technical Assistance Requests when applicable and follow up to ensure the issue is resolved Support case handling for absent agents Return all voice mail and email messages promptly Create a relationship with the dealer and the field Other duties as assigned What You Bring to the Role Education High School Diploma or GED required; associate or bachelor's degree preferred Experience 3 - 5 years' prior use of verbal/written communication in previous employment 3 5 years' problem resolution in a customer contact environment 3 5 years' customer service experience with decision-making authority Experience with dealer operations and handling escalated customer issues as an asset Knowledge of Customer Contact Process and Guidelines, Escalated Handling Process, Customer Arbitration, and Warranty Program is an asset Experience in the automotive industry preferred. Skills Strong customer service and conflict resolution skills with a commitment to quality and customer satisfaction Exercise good judgment in problem resolution Ability to work well within a close team environment, self-sufficient, resourceful, and work well with minimal supervision Ability to build relationships with dealer and field management and adapt approach to different management styles Ability to communicate clearly and correctly Strong organizational, time management and problem-solving skills Strong multi-tasking skills Ability to act on behalf of the company and demonstrate a high degree of professionalism, tact, and diplomacy Ability to answer and complete phone calls promptly Ability to navigate a computer, the internet, and applications successfully Typing skills accurately type a minimum of 30 words per minute What You Can Expect Competitive Salary with Incentives Health/Dental/Vision/Life Insurance Flexible Spending Account (FSA) and Health Savings Account (HSA) 401(k) 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 Must be able to interact with all internal and external departments and contacts Must represent Percepta & the Client professionally with all clients, external organizations, and contacts About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility We listen first, lead with empathy, and stay groundedso people and ideas have room to grow. Service beyond self We serve othersclients, customers, and teammateswith care and integrity in every interaction. Leave it better We take ownership and leave every process, person, and place better than we found it. Win together We succeed as onecelebrating, supporting, and showing up for each other. Deliver remarkable We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.