Customer Service Manager (Program Specialist Group)

SUMMARY:

The Program Specialist Manager will lead a team of Program Specialists to assist them in providing support for Members and Dealers during their various interactions with The Auto Buying Programs. The Manager will assist the team in analyzing complex situations, developing potential resolution plans, then communicating said plans clearly to encourage a positive resolution. This role will act as a coach and mentor by providing regular feedback and spending one-on-one time with each assigned team member to promote development.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Manages the day-to-day operations of their assigned team members, their efficiencies and output.

· Assist Program Specialists on member resolutions, counseling dealers, and speaking with members as needed.

· May manage suspension process for dealers.

· Weekend and holiday availability on a rotating basis to assist in escalated issues as needed.

· Monitor PSG performance according to agreed standards and performance levels.

· Produce department schedules and manage time off.

· Creates both oral and written responses to members or dealers that ensure the response best suits the situation.

· Engages in upward communication by recommending potential changes to avoid reoccurring issues

· Trains and monitors employee development, concerns and relations.

· Ability to contribute and implement new processes to help streamline and improve efficiencies.

· Assist and work with departments within the Company in relation to member issues, processes and procedures.

· Effectively communicate changes, and process improvements to the Program Specialist Group

· Conduct new candidate interviews with Management team.

· Address disciplinary concerns.

· Take escalated member or dealer calls, explain resolution plans to members and follow up with members and/or dealers through complete resolution.

· Other duties as assigned

REQUIREMENTS AND QUALIFICATIONS:

· High school diploma and minimum of 2 years related experience or equivalent combination of education and experience

· Excellent organizational skills

· Excellent interpersonal and written communication skills

· Proficient in Word, Excel and Power Point

· Must possess strong work ethic. Excellent attendance, reliable and punctual

· Professional communication and decision-making skills

· Strong sense of leadership and management skills

· Ability to mentor and train employees and their development

· Strong customer service and phone skills

· Detailed oriented

· Strong sense of urgency

· Self­starter; ability to take initiative

· Ability to multi­task and make quality judgment calls based on current business practices and procedures

· Adaptability, conflict management and stress tolerance

· Critical thinking and problem-solving skills

· High ethical standards

· Maintains professionalism in all situations

· May require occasional travel