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Position: Customer Support Manager

The Customer Service Manager leads and motivates the support team to ensure the best possible customer service experience for the client. They provide excellent customer service and promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet customer expectations.

Expectations:

  • Show up on time ready to work
  • Bring a positive attitude
  • Be prepared for daily tasks and responsibilities
  • Be respectful of fellow team members
  • Approach every day with a teamwork mindset
  • Always attempt to do more than what is required and provide maximum effort
  • Be willing to learn and to accept coaching and criticism as methods for improvement
  • • Provide leadership and set example for all Customer Support Representatives (CSR’s)

Primary Responsibilities

  • Monitor day to day activities and production of the Support Team
  • Ensure issues, phone calls, emails are not dropped and properly managed
  • Manage customer items and bugs using Salesforce to track all communication and follow-up
  • Continuous learning of the applications to maximize service to clients
  • Organize team building activities
  • Keep track of individual team member performance and coach up when necessary
  • Ask clients for feedback on things we are doing well, and their input on application and service improvement
  • Coordinate and help drive team meetings
  • Be aware of and report major issues to management team
  • Ability to balance the daily workload and service level agreements
  • Provide management team with pulse of workload and overall team dynamics
  • Accept feedback from management, apply it and work diligently to improve and enhance management skill set
  • Identify areas of improvement within the support team, new processes, etc.
  • Be a main contact point for upset customers with ability to resolve issues
  • Help implement new processes and procedures
  • Manage schedules of support team, PTO, etc.
  • Perform employee evaluations
  • Drive quarterly review/feedback sessions for support team
  • Ability to identify and train successors
  • Coordinate and help develop new hire onboarding process
  • Assist with interviewing new candidates

Qualifications and Technical Requirements - must have knowledge and previous experience with the following:

  • Industry Knowledge/Trends
  • Analytical
  • Detailed oriented
  • Device/phone savvy
  • Documentation
  • Doesn’t give up easily
  • Focused, flexible and able to multitask on several various aspects of a project(s)
  • Excellent written and verbal communication
  • Listener
  • Learner
  • Solution focused
  • Research
  • Produce quality work

Key Success Characteristics

  • Clear and comprehensive understanding of products
  • Strong desire and ability to assist and communicate with our customers via phone and email
  • Demonstrate a positive attitude, flexibility, and willingness to do anything to help the team
  • Overall understanding of the retail automotive industry and how our applications are used
  • Ability to meet stated expectations on-time and with quality
  • Poses strong time management skills and ability to prioritize issues
  • Take ownership and responsibility of specific accounts and/or projects
  • Ability to handle escalations and difficult customers
  • Show desire and effort to train others and help them succeed
  • Ability to manage attitude and emotions under difficult situations
Interested? Send us your resume at jobs@se-fi.com