Kelley Automotive Group Service Client Care Manager
Listed on 2026-07-29
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Customer Service/HelpDesk
Call Center / Support, Customer Service Rep, HelpDesk/Support, Customer Success Mgr./ CSM
description
department: service client care center
function: the client care manager (ccm) oversees the service client care center and is responsible for managing inbound and outbound service communications, including appointment scheduling, follow-up, and marketing calls. The ccm trains and coaches service coordinators (scs) on effective telephone techniques to improve customer satisfaction and increase service reservations. This role also manages service reservation processes, monitors department performance through reporting, develops procedures, and ensures daily operational tasks are completed.
Strong communication, leadership, organizational, and supervisory skills are essential, along with professionalism and expertise in customer appointment management.
reports to: fixed operations director
relationships and authority:
- take all overflow inbound service calls to ensure that all calls are answered in a timely manner. This includes handling all calls whenever there are calls in the queue for greater than 30 seconds.
- take turns from service coordinators (scs) when faced with a challenging phone call.
- effectively de-escalate customer concerns by identifying root issues, maintaining professionalism, and delivering solutions that restore trust.
- oversee the tracking of daily and weekly key performance indicators (kpis) of inbound and outbound calling campaigns & delegating mundane activities to other team members to achieve the desired results.
- lead the department to meet or exceed all kpis that are specific to the following:
- average number of calls handled per day, per sc:
- from start date to 60 days in position: 100 calls handled per day (average).
- 60-90 days in position: 110 calls handled per day (average).
- 90+ days in position: 120 calls handled per day (average).
- average length of call:
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