Automotive Customer Support Manager

Job Description

Job description

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

Bonus

Full-time