Assistant Customer Operations Manager - INTERNAL ONLY

Percepta - Melbourne, FL

Full-time - Mid Level

Melbourne, FL

Personal and Laundry Services

About the position

The Assistant Customer Operations Manager (ACOM) at Percepta plays a crucial role in enhancing customer experiences by supporting the Concierge Team and ensuring high levels of satisfaction. This position involves handling supervisor escalations, providing quality assurance monitoring, and coaching for Concierge Service Managers. The ACOM will also step in as an acting CSM when needed and assist the Client Operations Manager in leading the team effectively.

Responsibilities

• Handle supervisor calls while delivering superior customer and dealer satisfaction.
• Monitor calls for quality assurance.
• Manage the floor and field questions from the Concierge.
• Complete role plays and interviews for hiring.
• Assist COM in identifying trends for an individual that could result in CA.
• Do case reviews on agents and work with COM on building the agent up.
• Monitor current trends per COM direction and report back.
• Monitor the queue to ensure agents' availability to support Service and Concierge contacts.
• Deliver quality monitoring coach-backs to CSM.
• Participate in QA calibration sessions.
• Mentor CSM's by sharing program knowledge, experience, skills, and abilities to improve individual and team performance.
• Facilitate Team meetings and attend staff meetings as needed.
• Review individual CSM performance metrics (monthly) and work with COM to develop improvement action plans.
• Work with COM to ensure delivery and understanding of Scorecards and Individual Training Plans.
• Meet on a regular basis with COM to review individual and team performance.
• Maintain working files for each CSM.
• Track CSM attendance and vacation schedules to ensure adequate coverage based on COM direction.

Requirements

• Bachelor's degree preferred, or equivalent related experience.
• Minimum of 1 year in a preferred CRC role (Tier I TL, Tier II CSM, or Tier III Specialist).
• Previous experience leading a team to deliver high customer and employee satisfaction.
• Strong customer service background and experience.
• Case management expertise and an understanding of Dealership sales and service operations are required.
• Automotive OEM and/or Automotive Dealership experience preferred.
• Senior CSM Certification preferred.
• CSM mentoring experience a plus.
• Excellent oral and written communication skills.
• Strong computer skills - Experience with EXCEL, E-Mail, and WORD required.
• Strong analytical skills including the ability to interpret performance reports to identify trends.
• Strong organizational, time management, and problem-solving skills including the ability to multitask.
• Vehicle technical competence and experience an asset.
• Knowledge of FMC360, Siebel, VCTS, AWS, eTracker, Who's On an asset.

Nice-to-haves

• Experience in a customer service management role in the automotive industry.
• Familiarity with quality assurance processes and metrics.

Benefits

• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)