Client Care Manager

Steele Auto Group is committed to providing the Best Customer Buying Experience and to solidify ourselves as the “Destination of Choice for Everything Auto” for employees and customers alike.

**Steele Auto Group is seeking a Client Care Manager to join our team**

As an employee of Steele Auto Group, we always put you first. You can expect competitive compensation packages with flexible health and dental plans to match your needs. Our Employee and Family Assistance program offers a portfolio of healthcare services to keep you and your family healthy. As Atlantic Canadas Largest Automotive Dealer Group, we offer an industry-leading retirement savings plan with employer match and opportunities for growth and advancement to support our employees' futures.

**The Client Care Center (CCC) Manager** plays a pivotal role in streamlining CCC operations to deliver an unparalleled customer experience for the Steele Auto Group. The Client Care Center Manager will collaborate with dealership and management teams to spearhead efforts to boost profitability, elevate service retention, and amplify customer satisfaction. Through strategic leadership and a commitment to excellence, the Client Care Center Manager will contribute to the success of Steele Auto Group by creating an environment where customer needs are met with exceptional care and attention.

**Responsibilities include but are not limited to**:

- Recruit, train, and onboard CCC representatives, ensuring a high-performing and cohesive team.
- Set performance targets, KPIs, and regularly assess and evaluate team members' performance.
- Provide ongoing coaching, feedback, and development to improve team skills and achieve business goals.
- Responsible for overseeing all staffing, scheduling and reviewing compensation and incentives for all CCC employees.
- Generate regular reports and analyze data to measure team performance, customer engagement, and work plan item completion.
- Monitor all staff performance and take corrective action when required, in accordance with the Company’s performance management policy
- Lead the team by example by assisting CCC representatives in determining each customer’s needs.
- Ensure BDC team lead is following up with all clients connected to the dealership for business development.
- Develop and implement strategies to enhance customer experience and satisfaction throughout the customer journey.
- Monitor customer interactions to identify opportunities for improvement and provide coaching to team members.
- Ensure the online service booking tool communications are flowing to the appropriate staff.
- Meet regularly with all GMs, service and sales managers regarding objectives, and subsequently plan activities within the CCC to ensure successful completion.
- Establish quarterly operational dealership meetings with all stakeholders for performance review.
- Attend monthly corporate update meetings, providing updates on the productivity of the CCC, and highlighting any high-level issues.
- Identify areas for automation and integration of technology to streamline operations.
- Adhere to all SAG health and safety policies and work to create a safe work environment for yourself and your co-workers.
- Lead by example and consistently follow all safety policies.

**Requirements**:

- 3 - 5 years of previous experience in a customer service role.
- 5 - 10 years of progressive Call Center experience.
- Minimum of 3 - 5 years experience in progressive people leadership and or coaching positions.
- Ability to travel (approximately 40% travel component).
- Excellent communication skills, both written and verbal.
- Proficient in Microsoft Office Suite.
- Strong understanding of customer experience principles and sales processes.
- Proficiency in CRM software and tools for lead management and reporting.
- Analytical mindset with the ability to interpret data and derive actionable insights.
- Leadership skills with the ability to motivate and develop team members.
- Problem-solving orientation with a continuous improvement mindset.
- Deep knowledge of quality assurance, methods, and tools.
- Identify relevant quality assurance training needs and opportunities.
- Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
- Excellent time and project management skills.
- Ability to interpret and implement company policies and procedures.
- Able to work in a fast-paced, result-focused environment.
- Clean Drivers Abstract.

**Salary Range: $70,000 - $90,000 Annually**

**Why Steele Auto?**
- Competitive compensation package with flexible health and dental plans
- Virtual healthcare and mental health/wellness support programs
- Employee and Family Assistance Program
- Industry-leading Retirement Savings Plan with employer match
- Opportunities for career growth and advancement
- A safe, inclusive, and dynamic work environment

Steele Auto Group is committed to providing the Best Customer Buying Experi