VW Credit Job - 31836841 | CareerArc
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Company: VW Credit
Location: Libertyville, IL
Career Level: Mid-Senior Level
Industries: Automotive, Motor Vehicle, Dealers

Description

Job Summary: Provide leadership, coaching and supervision to a Customer Service phone team (Level 1-3 Representatives). You will be responsible for assessing their work and providing effective feedback to maximize performance. Oversee daily operations. Communicate with employees on progress and priorities. Facilitate employee development and performance. Demonstrate, in word and deed, the philosophy of Volkswagen Credit to position customer satisfaction and retention as a top priority. Job Responsibilities: Operational Work (15%)

  • Monitor and manage the daily work flow and productivity to ensure attainment of Customer Service goals
  • Collaborate with peers and teammates in designing and implementing programs to reinforce vehicle and ancillary product sales and customer satisfaction
  • Work side by side with the WFM team to maintain personnel schedules and to provide adequate phone coverage for the Customer Service department
  • Personally handle escalated calls, from both Consultants and Representatives, using discretion to satisfy the balance of business objectives, brand loyalty and customer satisfaction
  • Monitor all correspondence to ensure the highest level of customer service, as well as effective two-way communication, between the Customer Service department and franchise dealers as defined by Maturity Manager guideline and procedure
  • Collaborate with counterparts in other locations to ensure consistency in and execution of processes
  • Participate in the performance of other duties and projects as assigned by department management
Supervisory Work (70%)
  • Provide ongoing coaching, guidance and development to promote optimal performance and attainment of assigned goals by each Representative
  • Complete timely and meaningful appraisal of all staff members as demanded by performance to ensure maximum productivity and continuous improvement, conducting coaching as needed
  • Collaborate with the Customer Experience Consultants to coach Representatives in achieving high quality standards and immediate resolution to account problems to the satisfaction of both the customer and company
  • Promote the morale and engagement of employees by supporting individual and team recognition programs, (employee engagement survey results, continuous learning programs and ongoing career development)
  • Facilitate, encourage and maintain a collaborative team environment
Strategy Work (15%)
  • Act as liaison with various brand, corporate and field staff on customer service matters of mutual interest and concern
  • Continually seek opportunities for improvement and champion these recommendations through the proper channels
  • Provide guidance and hands on assistance as needed with regard to IT solutions
  • Develop and maintain action to support corporate strategy goals, process improvements and effective vendor relationships
  • Collaborate with Customer Experience Support teams to ensure best practices and full alignment with VCI and Brand visions


Requirements

Required Education:
  • High School Diploma with relevant experience
Required Experience:
  • 3-5 years of relevant call center experience required
  • 1-3 years of supervisory or relevant employee coaching experience desired
Skills:
  • Customer Focus
  • Effective Communication Skills
  • Performance Driven
  • Problem Solving
  • Analytical
  • Collaborative
  • Results Oriented
  • Resource Management
  • Attention to Detail
Specialized Skills: REQUIRED:
  • Leadership skills - ability to influence and drive consensus
  • Ability to work with a variety of different leadership styles and levels
  • Sucesssfully multi -tasking in a continuously changing environment
  • Ability to coach, mentor and share knowledge for a wide range of employee experience levels
  • Ability to think outside the box when coaching your direct reports - taking a personalized approach for creating a succesful team
  • Time Management - Optimize use of time for self/others
  • Builds and sustains relationship
  • Ability to identify process improvement opportunities (by soliciting team member feedback, job shadowing, and reviewing reporting) and provide feedback to leadership on possible solutions to address the identified opportunities
  • Takes initiative
  • Demonstrates commitment and ownership to our customers and dealers
  • Displays professional integrity
  • Ability to provide crucial and timely feedback - not afraid to have difficult conversations

DESIRED

  • Prior automotive finance experience
  • VCI Customer Care experience
  • Workforce Management knowledge
Desired Education:
  • Bachelor's degree
Work Flexibility:
  • Ability to work all hours of operation to support the inbound Customer Experience Team
  • Shift worked may vary by location
We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.


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