Stellantis Financial Services US · 1 day ago
Customer Care Team Manager
Dallas, TX
Full-time
Onsite
Mid Level
3+ years expStellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers. The Manager of the Customer Care Team is responsible for leading and developing a high-performing team of customer service representatives, focusing on customer satisfaction, team motivation, and operational efficiency.
AccountingFinanceLeasing
No H1B
U.S. Citizen Only
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
Qualification
Required
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
High school diploma/GED
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
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 plus!
Company
Stellantis Financial Services US
Stellantis Financial Services provides new and used auto financing for Stellantis’ premier brands: Chrysler, Dodge, Jeep®, Ram, Mopar, SRT, FIAT®, and ALFA ROMEO.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Alberto Grippo
Deputy CEO, COO Commercial Lending
Bennie Duck
Executive Vice President and Chief Financial Officer
Company data provided by crunchbase