Customer Relations Manager

Club Assist partners with trusted motoring organizations worldwide, improving member experiences through the provision of automotive battery supply and roadside replacement, automotive glass repair and replacement, and other member services.

We are the largest mobile automotive battery retailer in the world, and we’re committed to the pursuit of service excellence for more than 68 automotive club partners across the globe.

DESCRIPTION

This hybrid position includes 60% Call Center Trainer and 40% Relationship Manager responsibilities. The Training responsibilities are focused on maximizing call center effectiveness by ensuring representatives have thorough knowledge of Club Assist products and services, combined with the ability to effectively troubleshoot, resolve problems, and provide a positive customer experience to AAA Members. The Relationship Management responsibilities are focused on facilitating the Battery Service Program in the designated footprint, and working with Club personnel and Battery Service Providers to achieve program goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Call Center Training:
Plan, organize, and facilitate classroom and online training for employees in the call center environment.
Execute a training program for the call center staff, including communications, scheduling, roster management, materials production, and reporting.
Monitor the progress of participants; summarize and provide evaluation reports for onboarding and ongoing training.
Proactively identify training needs and facilitate appropriate coaching/refresher training to ensure performance.
Assist with the development of curriculum and effective training materials using a variety of media and instructional strategies.
Work effectively as a team member to champion and continuously improve the Battery Service Program.
Relationship Management:
Control inventory levels by conducting physical counts, cycle counts, and spot checks; reconcile inventory with electronic data storage systems.
Run data reports to assess performance or identify sales/service improvement opportunities
Work with non-producing contractors as a first priority, and visit all contractors on an as-needed basis, to improve performance and build effective relationships.
Engage with the Battery Service Provider (BSP) battery manager and technicians to promote best practices on tester usage, improving sales, customer service, battery product knowledge, order entry, warranty procedures, and rotation.
Collect and share best practices leveraging both Club Assist and BSP expertise.
Ensure contractor network is aware of initiatives and current battery promotions.
Predict future market trends and recommend new sales ideas.
Build collaborative relationships both internally and externally.
Other duties as assigned.

CORE COMPETENCIES:

Knowledge of a Call Center Policy and Procedures, especially Inbound Call Center Operations
Knowledge of Call Center Operations Software such as Learning Management Systems, Telephony, and CRM
Strong communication skills – listening, writing, questioning, explaining, and giving feedback
Interpersonal skills – customer service, building relationships, sensitivity, and handling conflict
Flexibility – responsive, creative, adaptable, and able to manage change
Exceptional presentation skills – facilitate training programs in a professional manner
Technical aptitude – ability to digest and break down technical (automotive) concepts
Ability to innovate, motivate and educate – to achieve positive results through influence, leadership, and coaching
Ability to communicate effectively, deliver formal presentations to small and large groups of people, and to manage and oversee a classroom setting
Ability to lead, mentor, and motivate others
Strong team work and relationship building skills (internal and external)
Understand basic financials (Budget, P&L, ROI, Variance, Justification)
Report writing and data analytics (Knowledge of BigData and dashboard reporting preferred.)

ESSENTIAL QUALIFICATIONS:

3 – 5 years proven experience in a Call Center environment, supervisory and/or training experience preferred.
2 years account management experience.
Technical aptitude, professional presentation skills, and superior customer service skills required.
Strong computer and mobile device literacy, especially Microsoft O365 (Excel, Word, PPT, and Outlook).
Effective communications skills (listening, constructive feedback, conflict resolution, writing, presentation)
Self-leadership to continuously learn and develop oneself, including strong time management and organization required.
Personal energy to proactively address situations and adopt a positive approach; resilience in front of change and obstacles.
Ability to travel up to 40% (minimal overnight travel).

We offer a great benefits package which includes medical, company paid dental for employee, vision, 401k, company paid life, company paid short and long term disability, voluntary benefits we offer are ID Shield, Legal Shield, and Accident & Critical Illness Coverage, paid vacation.

EEO

Must pass background check and have a clear drug screen

Job Type: Full-time

Salary: $55,000.00 to $60,000.00 /year

Job Location: