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Title:   French Bilingual Client Service Manager
Inbound Operations
2343
Melbourne
FL
United States
Full Time

POSITION DESCRIPTION:
The Client Service Manager will provide a World Class customer experience for luxury clients as a brand ambassador to exceed client and dealer expectations in all deliverables.  The CSM will deliver and foster a premier level of service for luxury clients based on trust and respect, and by developing and maintaining strong professional relationships.  This will be accomplished by understanding the Luxury Client’s unique needs and lifestyle in order to provide a solution that will meet those needs.
This position is the single point of contact for luxury clients to address sales and service inquiries and concerns in partnership with the client’s selling or assigned dealership.
The CSM must possess the knowledge and skills to:
  • Respond to inquiries and resolve potentially complex concerns through to resolution
  • Respond to contacts generated by dealers and field personnel
  • Answer inbound client contacts from multiple channels, proactively promoting luxury products and services
  • Initiate new client / dealer relationships by scheduling test drives and introducing client to dealers
Client and dealer interaction will be accomplished through a strategic combination of inbound phone, email, and online chat sessions.   In this role, the CSM is empowered to make decisions using client satisfaction tools to resolve client concerns.  The CSM will also be expected to ensure the selling and/or servicing dealer provides a high-quality, timely and professional response to clients.  The CSM will be responsible to identify process improvement recommendations that drive client and dealer satisfaction and advocacy.  

What You’ll Do
  • Provide a world class customer experience with focus on building a relationship of trust and enthusiasm while guiding customer from web site to pre-buy experience, to include:
    • Vehicle availability
    • Price building and assist with specification of vehicle
  • Assist with connecting customer with the dealer of their choice
  • Local Promotions
  • Scheduling test drives and following up with dealer the day before and with customer 2 days after
OWNERS
  • Responsible for handling inbound client calls regarding sales and service inquiries or concerns in a courteous and professional manner, displaying poise and confidence in their communications
  • Responsible for handling inbound client emails regarding sales and service inquiries or concerns, corresponding with clients using professional, grammatically-correct, written responses 
     
  • Responsible for resolving client issues using all available resources including dealers, Team Leaders, Subject Matter Experts (Sales and Technical), Field Service Engineers, and Dealer Specialists
  • When necessary, use applicable client satisfaction tool(s) to resolve client concerns
  • Responsible for documenting client inquiries or concerns in the applicable CRM tool and promptly addressing inquiries or concerns on a first-call (email) basis after determining the appropriate actions necessary based upon training, job aids, and research (including calling dealers when necessary to investigate alternative solutions and provide client feedback)
  • Required to meet specified goals as set by the Percepta and/or Client while maintaining quality standards and adherence to all Client requirements 

     

POSITION REQUIREMENTS:
What You Need to Have
 
Education
  • High School Diploma Required
  • AA/AS or BA/BS –Communications, Public Relations, Marketing, or related field of study preferred
 
Experience
  • Minimum 2 - 3 years client service or sales experience with decision making authority
  • 2 - 3 years prior use of outstanding verbal/written communication in previous employment
  • Must be bilingual French (Quebecois), both verbal and written skills
  • Hotel/Hospitality Industry and/or luxury environment experience preferred
  • One (1) year customer service experience preferred
  • Working knowledge of “Luxury Brand” a plus
  • Previous exposure to highly professional office environments (medical, financial investments) a plus
Skills
  • Communication
    • Excellent communication skills – both verbal and written
    • Present a professional and polished image
    • Strong computer and typing skills – speed and accuracy
    • Savvy in customer/client interaction and communication style
    • Ability to sway the opinion of others through verbal and/or written correspondence
    • Ability to adapt communication style to fit the style of others
    • Demonstrated ability to interject personality into written content without crossing professional boundaries
  • High level of trust and integrity
  • Strong client service and conflict resolution skills with a commitment to quality and client satisfaction 

What We Offer
We offer a competitive salary and a comprehensive benefits package that includes:
 

  • Health benefits for full time employees including Medical, Dental, Vision coverage
  • Competitive salary along with bilingual premium for qualifying positions
  • Paid time off
  • Outstanding employee recognition programs and events.
  • Discount pricing on new vehicle purchases. 
  • Tuition Reimbursement

 
As a Percepta employee, you will experience a work environment that is built on a foundation of the following values:
 

Treat people with dignity and respect.
Demonstrate integrity in the way we conduct business and treat each other.
Promote effective teamwork and open communication.
Be proactive. Continually innovate and improve.
Execute with commitment, speed and quality.
Foster, embrace and reward a performance based culture 
 

 

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