Manager of Customer Services - Deerfield Beach, FL
Company: JM Family
Location: Deerfield Beach
Posted on: June 6, 2021
JM&A Group is one of the largest independent
providers of finance and insurance (F&I) products in the
automotive industry. For nearly 40 years, the company has helped
automobile dealers achieve unsurpassed levels of performance.
JM&A Group provides more than 3,800 dealerships with a variety
of products and services, such as new and used vehicle protection
plans, pre-paid maintenance plans and GAP protection programs.
Among JM&A Group’s competitive advantages is its robust
training and consulting services for F&I professionals, and the
company is actively evolving to meet consumer preferences to remain
a market leader and a partner of choice.
Customer Services team provides support to the many JM&A dealer
relationships, individual contract holders and independent repair
facilities. Our team is comprised of both claims and payment
analysts, along with customer service representatives who assist in
transactions ranging from contract coverage questions, processing
claims and payments to support of our online tools. As these groups
rely on one another within the Call/Contact Center, collaborative
efforts and communication are critical to the success of the team
as a whole.
Manager of Customer Services, we want an
individual who can motivate and encourage participation to achieve
company objectives with respect to claims authorization and payment
accuracy, customer service delivery, productivity, and expense /
loss management. The manager will review and analyze the results of
Customer Services programs and key performance indicators to
identify opportunities to bring positive change, engaging with
their teams and staying in alignment with key business and
department leadership and development opportunities for associates.
Ensure feedback, coaching and development is provided to associates
on an ongoing and regular basis.
leadership as it relates to operational impacts of JM&A’s
Customer Service teams evolution with technology and how we will
support the way dealers/customers want to communicate with JM&A
in the future.
evaluate metrics, standards, facilitate ongoing daily innovation
and quality improvement through feedback on opportunities for
process, procedures, reporting to ensure operational control,
efficiency and meeting of department performance objectives and
with management to ensure consistency across Customer
in efforts with other departments to support projects such as new
product launches. Ensure department impacts are known and
communicated with teams.
customer support and resolution.
as a manager of multi level groups.
with leading groups through change using proven change management
leadership skills and experience
to work collaboratively across levels within the organization with
a proven track record of influencing all levels of internal
possess strong analytical, critical thinking skills and as well as
ability to multitask and manage multiple projects while driving
to travel an average of 2-3 days per month
Degree or MBA preferred
of JM&A Products and Services a plus
of Call/Contact Center planning and framework a plus
Industry experience a plus
Keywords: JM Family, Deerfield Beach , Manager of Customer Services - Deerfield Beach, FL, Other , Deerfield Beach, Florida
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