Assistant Manager, Customer Success
AUTOPAY
full-time
Posted on:
Location: California, Illinois, New York, Oregon, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $58,656 per year
Job Level
Mid-LevelSenior
About the role
- Manage all direct reports and provide support to customers in completing and processing loan applications in a timely manner.
- Assist customers in meeting their auto loan financing needs.
- Respond to customer inquiries and obtain outstanding loan documents via phone, email, text and chat.
- Manage daily operations focusing on customer service, production and other key objectives; including inbound/outbound calls, assisting workflow of CSR agents, agent call monitoring and queue monitoring, mentoring, and maintaining dialer, manual call, text, e-mail and chat activity levels.
- Ensure ACP leads are completed in a timely manner and review leads returned by UW to ensure proper process and application criteria.
- Coach staff to improve quality, productivity, and efficiency of team members.
- Submit relevant and appropriate documentation to the funding department.
- Maintain thorough knowledge of all policies and procedures as they change.
- Assist Manager, Customer Success Level I with dialer activity, monthly team goals and ensuring all staff is active.
- Meet deadlines, requirements, and take appropriate actions; proactively adjust priorities in response to business changes.
- Ensure communications are distributed to correct departments such as titles, escalations, and sales.
- Conduct weekly team meetings with staff.
- Additional duties as needed.
Requirements
- High school diploma or equivalent required.
- Minimum of three (3) years of operations experience required.
- Must have experience managing a team in a call center environment.
- At least one (1) year as a customer service agent in the automotive industry experience preferred.
- Excellent organizational skills.
- Ability and desire to motivate a team around a common goal or purpose.
- Ability to maintain strong verbal and written communication skills.
- Ability to read and comprehend simple instructions, short correspondence, and memos.
- Ability to write simple correspondence.
- Ability to effectively present information in one-on-one and small group situations.
- Ability to stay detailed-oriented with exceptional organizational skills.
- Ability to prioritize and work independently and in a team when required.
- Strong reasoning and critical thinking skills.
- Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
- Intermediate experience working with multiple software programs/platforms in a dual monitor workstation including being proficient in Microsoft Office, keyboarding/computer skills, with heavy computer and phone usage.
- Must be process-oriented and possess a high level of personal motivation, professionalism, and integrity.