Customer Care Team Manager

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience

Position Summary:

The Manager of the Customer Care Team is responsible for leading and developing a high-performing team of customer service representatives. This role requires a strong focus on customer satisfaction, team motivation, effective communication and operational efficiency. The Manager will provide coaching, direction, and training to ensure the team consistently delivers exceptional customer service experiences.

Essential Duties and Responsibilities:

• Monitors customer service calls to observe employee's demeanor, accuracy and conformity to company policies.

• Provides guidance to team members on how to effectively resolve escalated customer issues and complaints or will personally resolve customer issues and complaints when necessary.
• Confers with Loan Servicing manager to recommend changes prevent recurring customer complaints.
• Develop effective working relationships with internal and external customers.
• Actively participates in the interviewing process for new hires, including screening resumes and conducting interviews.
• Ensures new hires are properly trained and evaluates performance feedback from the trainers.
• Analyzes productivity and quality reports to identify areas for improvement in productivity.
• Identifies training needs and develops action plans for improvement.
• Will be responsible for proactively identifying and effectively resolving any problems that may arise with the agents or customers.
• Ensures appropriate levels of customer service are met.
• Identifies and monitors team members’ work and break schedules.
• Performs various managerial administrative functions such as reviewing and approving employee timecards, writing quarterly/annual employee performance reviews and employee disciplinary actions when necessary.
• Maintains unity among team members and resolves grievances or escalations as needed.
• Reviews subordinates’ performance reports and provides feedback regularly.
• Ensures team members are always adhering to company safeguards and standards of conduct.

Qualifications and Competencies Required To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Experience:

• 2 years minimum of managerial or leadership experience.
• 3 years minimum of center/customer service-related experience.
• Proven experience in handling customer inquiries, complaints, and escalations effectively.

Education:

• High school diploma/GED

Skills Required:

• Proficient skills with using MS Office Suite applications, such as Excel, Word, Outlook and PowerPoint.
• Effective verbal and written communication, and interpersonal skills.
• High level of attention to detail, organizational skills, and ability to multitask effectively.
• Must be able to maintain a high level of integrity, confidentiality and professionalism.
• Ability to understand, adhere and interpret company policies, procedures, and compliance guidelines.
• Ability to read and interpret documents and apply common sense understanding to carry out instructions.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Overtime required – required on an as needed basis.
• Travel 0-10% - as required on an as needed basis.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX

Qualifications Preferred:

• Experience working in a high-volume call center environment is highly desirable.
• Knowledge of customer relationship management (CRM) systems and other relevant software is a plu