**Job Title:** Remote Client Service Manager
**Company:** CarMax
**Location:** Wellington, Wellington, NZ
**Job Type:** Part-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8+
**Overview:**
CarMax is seeking a highly motivated and energetic Remote Client Service Manager to join our dynamic team. In this role, you will play a critical part in managing customer relationships and ensuring impeccable service delivery for our clients. If you have a passion for client satisfaction and possess excellent project management skills, we invite you to apply and contribute to our mission of redefining the retail automotive experience.
**Responsibilities:**
- **Client Relationship Management:**
- Develop and maintain strong relationships with clients to understand their needs, ensuring their expectations are exceeded.
- Act as the primary point of contact for client inquiries, providing timely and effective solutions while maintaining a positive experience.
- Conduct periodic check-ins and feedback sessions to gauge client satisfaction and identify areas for service improvement.
- **Service Delivery Oversight:**
- Ensure that all client requests are handled promptly and efficiently, collaborating with internal teams to deliver high-quality service.
- Monitor ongoing performance metrics to assess service effectiveness and make strategic adjustments as necessary.
- Foster a customer-centric culture within the team, encouraging proactive problem-solving and excellence in service delivery.
- **Project Management:**
- Lead client-facing projects, coordinating resources, timelines, and communication to achieve project objectives and deliverables.
- Manage project scope, risks, and issues in order to maintain alignment with company standards and client expectations.
- Ensure that all documentation related to projects and client interactions is complete, organized, and readily accessible.
- **Sales and Persuasion Skills:**
- Identify opportunities for upselling and cross-selling services, utilizing compelling and persuasive communication techniques.
- Collaborate with the sales team to align client needs with available solutions, contributing to revenue growth and customer retention.
- Utilize strong negotiation skills to close deals and foster client loyalty while upholding CarMax's values.
- **Reporting and Analysis:**
- Generate regular client service reports to evaluate performance, uncover insights, and inform strategic decisions.
- Analyze feedback and data to drive continuous improvement within the client service process, ensuring alignment with company goals.
- Identify trends in client satisfaction and service delivery, presenting recommendations to senior management.
**Requirements:**
- **Experience & Education:**
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum of 8 years of experience in client service management or a related role, preferably in the retail or automotive industry.
- Proven track record of managing client relationships and delivering exceptional customer service.
- **Skills & Competencies:**
- Excellent project management skills with a keen ability to prioritize tasks effectively.
- Strong persuasion and communication skills, capable of influencing both clients and internal stakeholders.
- Proficient in using CRM systems and other relevant software applications to manage client data and interactions.
- **Personality Traits:**
- Highly motivated and energetic, demonstrating a passion for client service and relationship building.
- Self-driven with a strong sense of accountability and ownership for tasks and projects.
- Adaptable mindset with the ability to thrive in a dynamic remote working environment.
**Benefits:**
- Remote work flexibility, allowing you to maintain a healthy work-life balance.
- Employee discounts on company products and services.
- Comprehensive parental leave policy to support employees in their family journeys.
**Working Environment:**
At CarMax, we empower our employees to take ownership and make impactful decisions. We foster a supportive environment where innovation and commitment to service excellence are highly valued.
**Application Deadline:**
Applications will be accepted until ********** **.
**Equal Opportunity Statement:**
CarMax is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees regardless of race, gender, age, sexual orientation, disability, or any other characteristic. We encourage all qualified candidates to apply!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
