Team Lead, Dealer Care

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The Team Lead, Dealer Care, will work closely with the Dealer Care Manager in leading, managing, and coaching RAPID RTC’s Dealer Care team for the UK & Europe. Reporting to the Dealer Care Manager (UK) you will gain familiarity with our product set in order to provide outstanding customer service to our clients through your team. Your strong customer service experience and leadership skills will not only ensure our teams meet their objectives in supporting our dealer network across the UK & Europe, but also identify opportunities to promote RAPID RTC products and services.

 

Responsibilities 

  • Providing Leadership and day to day management to the Dealer Care team
  • Recruit, train and retain a strong Dealer Care team
  • Act as an escalation point for Customer Service; liaising directly with customers when required
  • Demonstrate appropriate service recovery behaviours, i.e. liaise with other departments at our other RAPID RTC offices to resolve customer issues
  • Anticipate operational issues within the team and develop solutions based on logical reasoning, past precedents and best practice
  • Focus on customer service, and dealer quality management, as the most significant contributors to RAPID RTC dealer retention
  • Managing, resolving and, when appropriate, escalating any issues to the relevant member of the Leadership team
  • Managing market resource coverage (all markets) and Saturday rotation (UK only)
  • Planning for and evolving the team’s size, capacity and skill base in line with RAPID RTC’s growth strategy
  • Reporting on department’s KPI’s
  • Driving a culture of continuous improvement within the team encouraging innovation and proactively making appropriate recommendations to the VP, Dealer Sales & Support (Pan European)
  • Processing new orders and upgrades of our products through multiple software channels
  • Providing front-line support for all RAPID RTC products and delegate internal and customer issues to the appropriate departments if they cannot be handled within Dealer Care
  • Monitoring the progress and resolution of all issues distributed outside of Dealer Care to ensure proper communication to the dealership and the promptness of the resolution
  • Proactive outbound calling to our existing and new Key Account customers
  • Assisting the customer and our CRM partners with all new CRM integrations and subsequent issues
  • Monitor unattended Customer leads
  • Tracking of and documenting improved Dealer Care processes
  • Contributing to new product and service offerings for RAPID RTC
  • Billing and invoicing follow-ups and tracking with Dealers
  • Promoting RAPID RTC services to new and existing clients

 

Skill Set

  • Strong leadership, team building and coaching skills
  • Possesses a strong customer focus and results oriented personality
  • Superior interpersonal and customer service skills to effectively build relationships
  • Excellent communicator with ability to convey messages in an organized, clear and effective manner
  • Demonstrated team-playing attitude
  • Effective in the use of varying, and appropriate, management styles
  • Strong time and self-management skills
  • A high propensity to learn, a love of technology, and an ability to excel in a fast-paced work environment
  • Goes beyond job requirements to seek opportunities and generate ideas for improvements
  • Good Internet skills – SEO/ SEM knowledge an asset
  • Strong computer skills and proficient in the Microsoft Office Suite and Salesforce CRM
  • Automotive background/interest is highly advantageous
  • The ability to understand the automotive dealership environment and to relate to the needs of the dealer to provide solutions utilizing RAPID RTC products
  • Adherence to use of sales methodology, pipeline management, and call tracking leveraging Salesforce.com
  • Goes beyond job requirements to seek opportunities and generate ideas for improvements.
  • Strong computer skills and proficient in the Microsoft Office Suite and Salesforce CRM
  • Strong communication skills in both written and verbal
  • Excellent rapport building and telephone manner
  • Strong Outlook, PowerPoint, Word and Excel skills
  • Automotive dealership retail experience (highly desirable)
  • Professional and courteous manner in handling dealership clients in a variety of situations
  • Quick learner and a passion for technology
  • Strong organizational and multi-tasking skills
  • Experience of managing multichannel communication (phones, email, multiple inboxes etc)
  • Effective in problem solving and decision making – keeping both customer and commercial goals in mind
  • The ability to work independently and to positively contribute in a team
  • Location:  Bracknell, Berkshire

 

RAPID RTC offers a competitive compensation package including benefits, and a fun yet challenging work environment. We promote continuous improvement in our staff, processes, technological skills, and foster career growth throughout.

If you are ready for the challenge, please forward your resume to hr@rapidrtc.co.uk.











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