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Manager of Customer Services - Deerfield Beach, FL

Company: JM Family
Location: Deerfield Beach
Posted on: June 6, 2021

Job Description:

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.


Our 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.

 

As a 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 operational initiatives.

 

The manager will:

  • Provide department leadership and development opportunities for associates. Ensure feedback, coaching and development is provided to associates on an ongoing and regular basis.
  • Provide 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.
  • Continuously evaluate metrics, standards, facilitate ongoing daily innovation and quality improvement through feedback on opportunities for process improvements.
  • Maintain process, procedures, reporting to ensure operational control, efficiency and meeting of department performance objectives and service levels.
  • Partner with management to ensure consistency across Customer Services.
  • Participate in efforts with other departments to support projects such as new product launches. Ensure department impacts are known and communicated with teams.
  • Provide customer support and resolution.

#LI-JD1


  • Experience as a manager of multi level groups.
  • Experience with leading groups through change using proven change management processes
  • Demonstrated leadership skills and experience
  • Ability to work collaboratively across levels within the organization with a proven track record of influencing all levels of internal clients/customer needs
  • Must possess strong analytical, critical thinking skills and as well as presentation skills
  • Proven ability to multitask and manage multiple projects while driving results
  • Able to travel an average of 2-3 days per month
  • Bachelor Degree or MBA preferred
  • Understanding of JM&A Products and Services a plus
  • Understanding of Call/Contact Center planning and framework a plus
  • Automotive Industry experience a plus

Keywords: JM Family, Deerfield Beach , Manager of Customer Services - Deerfield Beach, FL, Other , Deerfield Beach, Florida

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