DescriptionConcierge ManagerAt Percepta, we bring first-class service across each market we support. As a Concierge Manager in Melbourne, FL , you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.What You’ll Be DoingThe Client Operations Manager (COM) will lead and develop a team of Client Service Managers (CSMs) to deliver and foster a premier level of service for Lincoln clients based on trust and respect and to develop and maintain strong professional relationships with Lincoln clients by delivering high levels of satisfaction. This position will operate under the direction of the Lincoln Business Operations Manager and will oversee a team of 10 CSMs responsible to provide support to Lincoln Dealers, OEM Field Personnel, retail, and fleet consumers using sales and service satisfaction tools and resources. The COM will supervise, train, and coach CSMs while building strong professional relationships with Dealership and Field personnel. Responsibilities include training and leading a high-performance team to deliver exceptional customer support and dealer support including accessibility and problem resolution in a premier customer environment. The position requires the ability to lead a team to deliver high customer service and outstanding employee satisfaction, customer case management expertise, and an understanding of Dealership sales and service operations.During a Typical Day, You’llEach of the following duties and responsibilities support one or more of the following foundational themes for Lincoln Customer Service: Relationships, Trust, Respect, and In Control.Quality/Training and Development
Ensure CSM's provide a superior level of customer service with a focus on building relationship of trust, empathy, and enthusiasm with each Lincoln owner
Mentor CSM’s to develop outstanding customer advocacy, communication skills, program knowledge, build trust, and demonstrate respect for Lincoln customers
Deliver superior customer handling as measured by the voice of customer surveys
Deliver superior support to OEM Field Personnel as measured by surveys
Deliver high employee satisfaction as measured by Percepta employee satisfaction surveys
Review CSM performance metrics (monthly) and develop improvement action plans
Monitor calls and counsel CSMs to improve performance
Identify process and training opportunities as warranted
Deliver coaching and mentor CSMs (side-by-side)
Deliver New Hire and Continuous Improvement training
Responsible to ensure all CSMs have individual training plans
Complete annual performance evaluations and monthly scorecards
Monitor process and policy issues that impact satisfaction and engage CRC Management, Field, Lincoln Dealers, and CSMs to drive process change
Participate in calibration sessions (Melbourne)
Drive superior dealer satisfaction as measured by accessibility and problem resolution (surveys)
Provide feedback to OEM Field Personnel and Lincoln Dealership Personnel on Dealer, Market and Zone customer satisfaction performance
· Achieve program certification and attend all training as required.Operations
Serve as a role model for excellent customer relationship building and promote a culture of Dealer and Customer loyalty
Work directly with Field and Lincoln Dealers to resolve difficult customer issues
Promote and foster a continuous improvement culture within the organization
Conduct regular Team Meetings with direct reports to communicate information
Participate in monthly zone / market reviews with OEM Field Personnel
Participate in Quality Assurance calls and calibration meetings
General administrative duties as required.
Responding to and handling customer contacts (all channels) as staffing requires
Act as Executive Liaison for all Lincoln issues
Work Environment
Lead by example to create an enthusiastic, positive work environment that drives team performance
Demonstrate leadership that drives employee retention, high productivity, and customer satisfaction
Complete annual performance evaluations and monthly scorecards
Recognize and reward excellent individual and team performance
Build and sustain high levels of team morale to support CSM retention.
Miscellaneous
Support CSM recruitment and assessment process
Conduct/participate in focus groups and CSM/company feedback sessions
Administer disciplinary actions if necessary
May require evening and weekend working hours
Bilingual (English/Spanish) an asset
What You Bring to the RoleEducation
Bachelor's degree preferred
Equivalent related experience will be considered.
Experience
Experience leading a team to deliver high customer satisfaction for a sophisticated luxury customer base
Experience coaching others to perform and build relationships in luxury environment
Experience building and maintaining high levels of employee satisfaction
Minimum of 3 years experience with luxury Automotive OEM and/or Automotive Dealership (sales or service) preferred
Vehicle technical competence and experience an asset.
Skills
Leadership Skills:
o Team Buildingo Good judgment in problem resolutiono Ability to create a supportive and conducive adult learning environmento Ability to drive employee satisfactiono Demonstrate professionalism
Experience coaching teams supporting luxury customers preferred
Ability to act on behalf of the company and demonstrate a high degree of professionalism, tact, and diplomacy
Ability to facilitate and deliver training curriculum
Strong organizational, time management, and problem-solving skills including the ability to multitask
Ability to create a supportive and conducive professional learning environment
Knowledge of Dealership Sales and Service operations
Knowledge of customer satisfaction programs and policies for Automotive Dealers and OEM's
Strong customer service background and experience
Knowledge of Automotive Warranty and Policy practices including service contracts
Strong computer skills including spreadsheets and database applications. Experience with EXCEL, Outlook, and WORD are required.
Strong analytical skills including the ability to interpret performance reports to identify trends
Excellent oral and written communication skills
Ability to work with OEM Field and Lincoln Dealership Personnel
Must be able to interact with all internal and external departments and contacts.
Must represent Percepta and Lincoln professionally with all clients and external organizations and contacts.
What You Can Expect
Health/Dental/Vision/Life Insurance
Flexible Spending Account (FSA) and Health Savings Account (HSA)
401(k) with company match
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 RoleDirect Reports: 10 Client Service ManagersAbout PerceptaEstablished in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.Our values are the heartbeat of our organization, and we live, breathe, and play by them every day . As a Percepta team member, you can expect:Culture of Service – to be treated like you are the customer from day oneTeamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value of your contributionsRespect – a team that is accountable, dependable, and gives you their full attentionProactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organizationCareer Growth – lots of learning opportunities for aspiring mindsDiversity – be a part of our growing diverse and community-minded organization that is all about having fun!Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.#LI-OnsitePrimary Location: US-FL-MelbourneReq ID: 03Y4K
