Kelley Automotive Group Service Client Care Manager

Function: The Client Care Manager (CCM) oversees the Service Client Care Center and is responsible for managing inbound and outbound service communications, including appointment scheduling, follow-up, and marketing calls. The CCM trains and coaches Service Coordinators (SCs) on effective telephone techniques to improve customer satisfaction and increase service reservations. This role also manages service reservation processes, monitors department performance through reporting, develops procedures, and ensures daily operational tasks are completed. Strong communication, leadership, organizational, and supervisory skills are essential, along with professionalism and expertise in customer appointment management.

Reports to: Fixed Operations Director

Relationships and Authority

• Take all overflow inbound service calls to ensure that all calls are answered in a timely manner. This includes handling all calls whenever there are calls in the queue for greater than 30 seconds.
• Take "turns" from Service Coordinators (SCs) when faced with a challenging phone call.
• Effectively de-escalate customer concerns by identifying root issues, maintaining professionalism, and delivering solutions that restore trust.
• Oversee the tracking of daily and weekly Key Performance Indicators (KPIs) of inbound and outbound calling campaigns & delegating mundane activities to other team members to achieve the desired results.
• Lead the department to meet or exceed all KPIs that are specific to the following:
• Average number of calls handled per day, per SC:
• From start date to 60 days in position: 100 calls handled per day (average).
• 60-90 days in position: 110 calls handled per day (average).
• 90+ days in position: 120 calls handled per day (average).
• Average length of call: after they transfer a phone call to a Service Advisor.
• Collect all knowledge form submissions on a weekly basis and then meet with the Service Manager(s) to find the answers to those questions. Train the SCs on those new word tracks.
• Produce the weekly/monthly schedule for all SCs.
• Assist with the recruiting, staffing, training and progressive discipline of Service Client Care personnel.
• Set daily work agendas and priorities for CCC personnel and ensure that those work agendas are adhered to.
• Work closely with all Client Care Supervisors, Service Managers, and the Fixed Ops Director by keeping them informed of relevant activities, opportunities, and challenges.
• Achieve ‘Subject Matter Expert’ (SME) status in Service CRM and relevant outbound campaign software.
• Ability to meet or exceed all Key Performance Indicators provided by Management.
• Any additional responsibilities requested by dealership management.

Requirements

Qualifications

High school diploma or the equivalent. A college degree in business or management is a plus. 2+ years of management experience in an automotive BDC or high-volume call center environment. High proficiency with DMS (e.g., CDK, Reynolds & Reynolds) and CRM software (e.g., VinSolutions, Elead) is required. Must be able to interpret data trends to adjust staffing levels and campaign strategies. Must have computer and phone knowledge. Must have a professional appearance and excellent communication skills. Must have the ability to read and comprehend instructions and information. Must complete required certification training and pass certification testing with a minimum score of 85%. Client Care Manager must attend 100% of the certification training.

Working Conditions

Will spend time at a desk in an office setting. Will work on a computer. Will have personal interaction with Fixed Operations Director, Service Managers, and Service Coordinators. Will be exposed to noise, dust, fumes and other hazardous or nonhazardous materials.

NOTE

THIS IS NOT NECESSARILY AN EXHAUSTIVE LIST OF RESPONSIBILITIES, SKILLS, DUTIES, REQUIREMENTS, EFFORTS, WORKING CONDITIONS ASSOCIATED WITH THIS POSITION. WHILE THIS LIST IS INTENDED TO BE AN ACCURATE REFLECTION OF THE CURRENT JOB, THE DEALERSHIP RESERVES THE RIGHT TO REVISE THE FUNCTIONS, DUTIES AND REQUIREMENTS OF THE JOB OR TO REQUIRE THAT ADDITIONAL OR DIFFERENT TASKS BE PERFORMED WHEN CIRCUMSTANCES CHANGE.

I, the undersigned, understand and have carefully read the contents of this job description. I understand the responsibilities, requirements, and duties expected of me. I ALSO UNDERSTAND THAT THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT OF EMPLOYMENT, NOR ALTER MY STATUS AS AN AT-WILL EMPLOYEE. I have the right to terminate my employment at any time, for any reason, and the dealership has a similar right.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER