Customer Service Manager

Tasks

• Managing Customer Service (Contact Center) and Customer Experience Team (Credit Bureau Reporting and Customer Complaints)
• Demonstrate leadership within the department that ensures consistent best in class quality of service when interacting with customers, dealers, vendors, and affiliates
• Assist in development and enhancement of Porsche Financial Services customer communication initiatives within the company and group
• Track and manage metrics, coach and develop associates, administer quality assurance, and resolve system issues
• Develop strategies in a fast-paced environment considering existing and emerging new variables
• Ensure processes are documented and business objectives are met
• Manage and own escalations strategy, trend analysis, reporting and recommendations for improvements
• Manage Credit Bureau Strategy, including disputes (indirect and direct) and reporting compliance