Customer Relations Reporting Manager

Description

At this time, a Customer Relations Reporting Manager (Client Relations Manager) is needed to provide support for all functions within the Client Relations team with a primary focus on building custom prepaid maintenance programs, rate (schedule) inquiries, completion and follow-up of rate (schedule) chart requests, fee changes/updates, general product questions, and agent and dealer portal support. Candidates work with the entire Portfolio staff to ensure the success of Portfolio’s clients with professionalism and enthusiasm and being the “GO-TO PERSON” for all concerns, issues, and direction for everything pertaining to sales while maintaining the company’s philosophies and principles.

This position is a Hybrid Career Opportunity following training

Hybrid work schedule: Must report to the Farmers Branch, TX office on Tuesday, Wednesday, and Thursday. Work from Home on Monday and Friday.

Intermediate-Advanced Excel Experience is required for this role

Excel spreadsheet, data management, report creation, technical presentation

Dealership Sales, administration, F&I, and/or Agency experience is a PLUS

Schedule: Monday - Friday 10:00 am - 7:00 pm CST

Training Schedule: Monday - Friday 9:00 am - 6:00 pm CST

Compensation: $58,700.00 - $61,000.00 annually, depending on experience. Comprehensive Benefits Package.

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.
• Builds custom prepaid maintenance program, inclusive of rates, forms, and marketing material, and manages all aspects of the program through implementation.
• Updates and formats program prepaid maintenance forms with dealer and program-specific information.
• Serves as the liaison for internal and external customers and is consistently meeting and exceeding client expectations.
• Field calls and emails from agents and dealers regarding rates, products, contracts, marketing materials, dealer agreements, dealer production inquiries, etc.
• 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 client-facing 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 follow up.
• Maintain desk area by making sure that everything is organized, neat, clean and 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 minimal supervision.
• Other Job Duties as assigned.

Requirements

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 administration-related 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 problem-solving skills
• Well-developed 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