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Client Support Manager

Client Support Manager

Reports to – Director of Operations

Department: Client Support

Type: Full Time

 

JOB DESCRIPTION

The Client Support Manager is responsible for developing process workflows for Client Support, designing employee development paths, ensuring success of each employee, and acting as a bridge between Client Support and the company. Additional responsibilities include interviewing and hiring; planning, assigning, and supervising work; appraising performance and resolving problems. This is a management level position, located in the Headquarters office (Rockville, MD).

 

Essential Functions:

  • Encourages team members to look for opportunities for process simplification and improvements.
  • Design and report individual and departmental performance metrics for continuous improvement.
  • Focuses on helping team members improve their skills and knowledge through day-to-day coaching.
  • Ensures an efficient training program is in place and that the training requirements have been completed by all team members.
  • Provides communication and follow up to ensure Client Support is fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
  • Serve as the escalation point for complex issues.
  • Perform weekly review of tickets to ensure that the team is following department standards and providing superior customer service.
  • Identify and resolve quality control issues such as tickets that are sitting longer than acceptable as stated in the SLAs.
  • Ensure that there is proper coverage in the department.
  • Accountable for ensuring employee performance is in line with company standards, responsible for delivering performance evaluations and handling conversations in regards to annual increases.
  • Managing the progressive discipline process with approval from upper management/human resources and in accordance with company policy.
  • Handle PTO requests and ensures timely completion of timesheets.

 

Required Skills/Experience:

  • High school graduate
  • Previous leadership/management experience
  • Excellent attention to detail, especially with communication (written and verbal) and meeting deadlines
  • Self-starter
  • Professional appearance and demeanor
  • Ability to plan and manage time effectively
  • Self-confidence and respect for other people
  • Proficient in Excel, Microsoft Word and Outlook

 

Preferred Skills/Experience:

  • Bachelor’s Degree or equivalent preferred
  • Ability to prioritize tasks that change frequently and manage unexpected demands
  • Dependable, follows instructions and takes initiative to solve problems
  • Working knowledge of HTML, CSS, and Bootstrap
  • Hands on experience with DealerOn’s proprietary systems
  • Experience in a fast-paced, environment

 

Competencies

  • Business Acumen
  • Use of Technology
  • Leadership
  • Management
  • Interpersonal Skills
  • Customer/Client Focus
  • Communication Proficiency
  • Teamwork Orientation
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