Customer Relations Manager - Lake Forest, United States - Portfolio
Description
This position is Hybrid after training Must report to Lake Forest, CA 3 days a week after training.
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Dealership Sales, administration, F&I, and/or Agency experience is a PLUS
Schedule:
Monday - Friday - Reporting to the office on Tuesday, Wednesday, and Thursday. Work from home on Monday and Friday.
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9:30 am - 6:30 pm PST
Compensation:
$60,000.00k - $65,000.00k per year. Depending on the experience, background, and education requirements that we are seeking. Exceptional Benefits
Essential Functions:
- To be the Portfolio product knowledge expert in ALL environments that pertain to the role and responsibilities.
- Takes initiative to formally document relevant processes and updates on a regular basis.
- Responding in accordance with Key Performance Indicators (KPIs).
- Regularly communicates in a professional friendly manner and proactively and consistently follows up with a sense of urgency on open items.
- Provides assistance to all team members when needed.
- Serves as the liaison for internal and external customers and is consistently meeting and exceeding client expectations.
- Fulfill all requests for assigned agencies.
- Tracking and ensuring requested fee changes have been implemented and communicated to the Agent.
- Provide troubleshooting and problem resolution in clientfacing situations.
- Assist in developing, updating, storing, and distributing required documentation.
- Provide training and support for Agent and Dealer Portal.
- Run and analyze reports as requested and as needed.
- Takes ownership of projects until completion and ensures success through proper documentation and followup.
- Maintain desk area by making sure that everything is organized, neat, and clean and that all files and paperwork with personally identifiable information is properly filed in accordance with WISP.
- Consistently works towards providing a wow customer experience in support of the company mission.
- Takes ownership of changes and is personally responsible for managing change in an upbeat positive manner.
- Works under mínimal supervision.
- Other Job Duties as assigned.
Requirements
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Education and Qualification Requirements:
- High School diploma or equivalent; bachelor's degree in business or marketing preferred.
- 2+ years' experience in an automotive sales or administrationrelated environment or two years' experience as a CRS with Portfolio.
- Proficient in Microsoft Office products such as DocuSign, Outlook, Word, Excel, and PowerPoint
- Ability to learn and utilize proprietary software and navigate databases
- Willingness to work beyond normal scheduled hours, as necessary
- A strong sense of urgency and a desire to succeed.
- Strong analytical and problemsolving skills
- Welldeveloped organizational skills and the ability to successfully manage multiple issues and demands.
- Extreme attention to detail and quality of service to the clients are an absolute must.
- Ability to keep up with high demands with a positive attitude and maintain accuracy.
- Ability to think independently and provide useful and constructive feedback.
- Preferred experience in a call center environment utilizing a phone system.
- Preferred experience with a CRM Tool or Sales Force.
- Preferred experience working with licensing requirements.
- Ability to review and verify binding agreements for accuracy.
- Experience with maintaining sensitive and confidential information.
- 2+ years' experience in a lead or senior role, including overseeing members of a team.
- Experience developing and implementing training for team members.
- Ability and comfortable with delegating tasks.
- Ability to manage escalated situations.
- Ability to manage time and adapt to changes in the workplace.
- Proven ability to manage priorities.
- Proven success in making sound judgments.
- Proven initiative to get tasks completed and identify needs for process improvement and the needs of others.
- Critical thinking with an emphasis on the reconciliation of accounts.
Preferred Requirements:
- Selfmotivator
- Initiativetaker.
- Solution minded
- Excellent communication skills, both verbal and written.
- Driven by integrity.
- Willingness to embrace change.
Work Environment and Physical Requirements:
- Vision acuity is required to include close vision, color vision, distant vision, and the ability to adjust focus.
- Ability to grasp objects such as a telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment
- Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
- Ability to frequently sit for long periods.
- Ability to hear and talk, both in person and by phone.
- Ability to spend extended hours in front of a computer screen.
Pay:
$60, $65,000.00 per year
Benefits:
- 401(k)
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Tuition
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