Luxury Client Service Manager

Luxury Client Service Manager

At Percepta, we bring first-class service across each market we support. As a Client Service Manager onsite 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 Doing

The Client Service Manager (CSM) will work with luxury clients as a brand ambassador to exceed client and dealer expectations in all deliverables. The CSM must possess the skills to answer inbound client contacts from multiple channels, properly address those inquiries using our clients' resources, and create and manage complex cases through to resolution. The CSM will deliver and foster a premier level of service for our clients and dealerships based on trust and respect, and by developing and maintaining strong professional relationships. This position is the single point of contact for our clients to address sales and service inquiries and concerns. Under the direction of the Client Operations Manager, the CSM will answer questions resolve concerns raised by clients, and respond to contacts generated by Dealers and Field Personnel. In this role, the CSM is empowered to make decisions using client satisfaction tools to resolve client concerns. The CSM will also be expected to ensure the selling and / or servicing dealer provides a high-quality, timely and professional response to clients who have contacted us. The CSM will be responsible to identify process improvement recommendations that drive client and dealer satisfaction and advocacy at the LCRC.

During a Typical Day, You'll Build

Relationships

• Provide superior level of client service with focus on building relationship of trust, empathy and enthusiasm with each vehicle owner
• Responsible for handling inbound client calls regarding sales and service inquiries or concerns in a courteous and professional manner, displaying poise and confidence in their communications
• Responsible for handling inbound client emails regarding sales and service inquiries or concerns, corresponding with clients using professional, grammatically correct, written responses
• Responsible for resolving client issues using all available resources including Dealers, Team Leaders, Subject Matter Experts (Sales and Technical), Field Service Engineers, and Concern Resolution Specialists

Trust

Respect

In Control

What You Bring to the Role

Experience

Skills

What You Can Expect

A Bit More About Your Role

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we :

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran