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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 Us

Our aviation solutions ensure that corporate jet owners have the latest and best information on safety and maintenance. Our automotive repair guidance is relied upon to manage vehicle inventories and profitably charge and reimburse for repairs. Our vehicle valuations are used by car dealers and financial institutions for trade-ins and financing. Hearst Transportation includes CAMP Systems,the premier Aircraft Health Management and Enterprise Information Systems provider in business aviation; MOTOR Information Systems, the world's premier supplier of automotive data; and Black Book, whose data powers the automotive industry’s most trusted insights.

CAMP Systems is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen.

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MOTOR Information Systems is the world’s premier supplier of automotive data. Since 1903 MOTOR Information Systems' mission has been to provide customers with accurate, thorough and timely information to help run their businesses more efficiently, effectively and profitably.

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Black Book is best known in the automotive industry for providing timely, independent, and accurate vehicle pricing information, and is available to industry qualified users through subscriptions to our website, mobile applications and licensing agreements. Having been a leading provider of marketplace insight since 1955, Black Book continues to evolve, embrace technological advances and deliver quality products and services to multiple automotive industry segments.

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Hearst has a tradition of innovation and forward thinking.

Kyle Luck, Senior Product Manager, Black Book

We have a very open culture where we exchange ideas.

Anil Goyal, Senior Vice President-Operations, Black Book

The biggest difference between us and our competition is the people.

Kyle Fender, Software Architect, MOTOR Information Systems

We have a lot of people here who have worked 20 to 30 years in the industry.

Stefanie Vario, Database Architect, MOTOR Information Systems

What's it like to work at Hearst Transportation?

What's it like to work at Hearst Transportation?

Benefits

We Support Our Employees:

• An environment that rewards exceptional and extraordinary performance through financial and career advancement • A well balanced work-life schedule • Exceptional benefits including health and wellness, 401k with company match, tuition reimbursement, and professional development • An environment of acceptance and collaboration

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