Luxury Client Service Manager

At Percepta, we bring first-class service across each market we support. As a Client Service Manager onsite in Melbourne, FL, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

The Client Service Manager (CSM) will work with luxury clients as a brand ambassador to exceed client and dealer expectations in all deliverables. The CSM must possess the skills to answer inbound client contacts from multiple channels, properly address those inquiries using our clients’ resources, and create and manage complex cases through to resolution. The CSM will deliver and foster a premier level of service for our clients and dealerships based on trust and respect, and by developing and maintaining strong professional relationships.

This position is the single point of contact for our clients to address sales and service inquiries and concerns. Under the direction of the Client Operations Manager, the CSM will answer questions, resolve concerns raised by clients, and respond to contacts generated by Dealers and Field Personnel. In this role, the CSM is empowered to make decisions using client satisfaction tools to resolve client concerns.

The CSM will also be expected to ensure the selling and/or servicing dealer provides a high‑quality, timely and professional response to clients who have contacted us. The CSM will be responsible for identifying process improvement recommendations that drive client and dealer satisfaction and advocacy at the LCRC.

• Provide superior level of client service with focus on building relationship of trust, empathy and enthusiasm with each vehicle owner
• Responsible for handling inbound client calls regarding sales and service inquiries or concerns in a courteous and professional manner, displaying poise and confidence in their communications
• Responsible for handling inbound client emails regarding sales and service inquiries or concerns, corresponding with clients using professional, grammatically correct, written responses
• Responsible for resolving client issues using all available resources including Dealers, Team Leaders, Subject Matter Experts (Sales and Technical), Field Service Engineers, and Concern Resolution Specialists

• Act as a liaison between clients and dealerships, providing excellent service to all parties by building rapport and anticipating requests and questions
• Return all voicemails and email messages promptly, and follow-up with clients and dealers at the time expected
• Be prepared to explain information supporting decisions communicated to vehicle owners

• Responsible for documenting client inquiries or concerns in the applicable CRM tool and promptly addressing inquiries or concerns on a first call (email) basis after determining the appropriate actions necessary based upon training, job aids, and research (including calling dealers when necessary to investigate alternative solutions and provide client feedback)
• Be understanding of the client’s communication preferences, style, and time
• Responsible for following up on issues or concerns to the point of escalation or resolution
• When providing information, check for understanding and agreement

• When necessary, use applicable client satisfaction tool(s) to resolve client concerns. Tools available include Financial Assistance, Service Component Plan, Extended Service Plan, Vehicle Payment, and Maintenance Plans
• Anticipate follow-up questions and related requests from the client
• Judge when the client is open to receiving additional information
• Manage financial assistance requests within CSM Delegation of Authority (DoA) for vehicles and obtain documented Leadership approval for requests in excess of DoA
• Participate in call monitoring as requested

• High School Diploma Required
• Associates or Bachelor's degree preferred

• 3 – 5 years problem resolution and escalation issues in client contact environment
• 3 – 5 years client service experience with decision making authority
• Experience supporting luxury clients an asset
• Experience…