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Customer Service Manager

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Commercial Product Development
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Motor Information Systems, Inc
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2001239 Requisition #

Customer Service at MOTOR

MOTOR Information Services has an opening for a Customer Service Manager to lead the successful delivery of service to MOTOR’s customers

Customer service at MOTOR has a critical role in ensuring customer success with MOTOR products. In MOTOR’s Net Promoter Score surveys, customers consistently reference the value the Customer Service Team delivers. MOTOR recently won a Stevie Award for its front-line customer service delivery.

The Customer Service Manager role at MOTOR delivers excellent Level 1 and Level 2 support to MOTOR customers in close partnership with other teams. Reporting to the Director, Content Development & Customer Service, position responsibilities include executing on MOTOR’s customer service objectives and providing a productive and motivating working environment for a team of Support Analysts who address customer issues and educate our customers.

Objectives of this Role

  • Align customer service objectives with strategic goals of the organization
  • Develop performance goals and operational plans to drive improvements in customer satisfaction
  • Manage team members to achieve goals and objectives
  • Maintain organizational awareness of customer service activity and performance towards strategic goals

Daily and Monthly Responsibilities

  • Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and obstacles for our key initiatives
  • Directly manage staff of support analysts
  • Plan, monitor, and analyze key metrics for the day-to-day performance of the operations to ensure efficient and timely completion of tasks
  • Update job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
  • Resolve problems and disseminates advisories and warnings
  • Maintain customer satisfaction by providing problem-solving resources

  • Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.

  • Accomplish customer service human resource objectives by recruiting, selecting, training, and coaching employees.

  • Build and maintain relationships with department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals

 

Skills and Qualifications

  • Bachelor’s degree in business administration or related field
  • 5 years’ experience in a customer service leadership role
  • Experience using Salesforce (or equivalent CRM) for customer support
  • Excellent verbal and written communication skills
  • Maintain calm under pressure
  • Strong decision-making skills
  • Influence without authority
  • Efficiency and organizational skills
  • Strong literacy in the use of Microsoft office applications interaction
  • Process improvement skills
  • Managing processes

Preferred Qualifications

  • Proven ability to develop innovative solutions for increased productivity
  • Superior negotiation skills in both internal and external settings
  • Masterful organizational, communication, and leadership skills, demonstrated by previous professional success
  • Strong working knowledge of data analysis and performance metrics using business management software
  • Automotive industry experience
  • Data services delivery experience

About MOTOR

MOTOR is the world's premier supplier of automotive data. Since 1903, MOTOR’s mission has been to provide accurate, thorough and timely information.

At MOTOR we design information solutions for the vehicle aftermarket from decades of automotive parts, repair and service information. We use the latest technology to deliver these solutions as mobile software applications, web services, data extracts and printed books.

MOTOR data is involved in billions of transactions annually across multiple segments of the industry. If you have ever taken a vehicle in for an oil change, received an estimate for mechanical or collision repair, or purchased a part online or in a store, you’ve benefited from MOTOR data. In addition, the fleets of cars and trucks that deliver your goods and services are maintained using MOTOR data.

MOTOR is headquartered in Troy, Michigan.

MOTOR Employee-Driven Success

Departments at MOTOR

Would you like to have a dramatic impact on company performance? Do you find joy in setting and meeting high standards? Are you inquisitive? Are you analytical? Are you creative? Are you energetic, outgoing and inspirational? If you have a passion for doing great things with a great company, we have a place for you.

Benefits

MOTOR offers its employees a variety of health, fitness and savings benefits.

Health

Comprehensive options for medical, dental, vision, disability and life insurances for you and your family, including domestic partners.

Fitness

An annual $300 reimbursement for fitness equipment, gym memberships and more.

Savings

Immediate access to 401(k) plan with generous employee match and H.S.A. with yearly employer contribution.

Paid Time Off

Vacation, personal, volunteer, holiday and sick days available to each employee.

 

We Love Cars

MOTOR employees know their cars. And it may not surprise you that many of them collect, restore and maintain classic vehicles. In fact, we sponsor our own employee car show each summer. If you want to show off your labor of love, or just enjoy these beautiful machines, come join us.

We Love Food

From company picnics to Tigers baseball games to monthly pot luck lunches, MOTOR knows how to put up a feast. If you like your career success to come with appetizers and dessert, MOTOR may feel like home.

 
 

We Love Winning

Our competitive spirit ensures that we not only provide great products and services for our customers, but provide a great place to work by constantly challenging ourselves to improve.

Community Service

We believe in giving back to our communities and to help encourage our employees to do so, we provide two days off each year for people to spend with the organization of their choice.

Contact: Karen Bisgrove, KBisgrove@blackbook.com for information.

Watch Video

A Path to a Career

"I started as an intern in graphic design. After graduation, I was hired full-time and a short four years later I was promoted to Art Director. I always know there is room to grow my career at MOTOR."

Jessica Nestorovski

Investing in Employees

"After a long career in creating great automotive content for MOTOR, I was selected for Hearst’s Software Engineering Education & Development (SEED) program. This program is designed for employees interested in making a career change into software development. I like a company that invests in its employees."

Diane Watts

Long Tenure

"I’ve worked at MOTOR for more than 20 years. And I am not the only one who has built a career here. The average tenure of a MOTOR employee is long because it is a great place to work."

Keith Naszradi