Customer Relations Manager

The Customer Relations Manager (Client Relations Manager) will provide support for all functions within the Client Relations department with a primary focus on primary focus on product inquiries, completion and follow up of program rate chart requests, fee changes/updates, general product questions, and agent and dealer portal support. Candidates work with the entire Protective staff to ensure the success of Protective's clients with professionalism and enthusiasm and being the “GO TO PERSON” for all concerns, issues, and direction for everything pertaining to sales while maintaining the company’s philosophies and principles.

This is a Hybrid Employment Opportunity and requires onsite reporting Tuesday and Thursday each week! Work from home is permitted on Monday and Friday each week. 

Schedule: Monday - Friday 8:00am -5:00pm CST. 

Essential Functions:

• To be the product knowledge expert in ALL environments that pertain to the role and responsibilities.
• Assist in the response to incoming calls from agencies, providing problem resolution by acting as a liaison between the Account Executive, CRM, and the client.
• Serves as the liaison for internal and external customers and is consistently meeting and exceeding client expectations.
• Field calls and emails from agents and dealers regarding rates, products, contracts, marketing materials, dealer agreements, dealer production inquiries, etc.
• Fulfill all requests for assigned agencies.
• Tracking and ensuring requested fee changes have been implemented and communicated to Agent.
• Provide troubleshooting and problem resolution in client facing situations.
• Assist in developing, updating, storing, and distributing required documentation.
• Provide training and support for Agent and Dealer Portal.
• Run and analyze reports as requested and as needed.
• Takes ownership of projects until completion and ensures success through proper documentation and follow up.
• Takes initiative to formally document relevant processes and updates on a regular basis.
• Responding in accordance with Key Performance Indicators (KPIs).
• Regularly communicates in a professional friendly manner and proactively and consistently follows up with a sense of urgency on open items.
• Provides assistance to all team members when needed.
• Assist in the response to incoming calls from agencies, providing problem resolution. 
• Takes ownership of changes and is personally responsible for managing change in an upbeat positive manner.
• Other Job Duties as assigned.

Education and Qualification Requirements:

• High School diploma or equivalent; bachelor’s degree in business or marketing preferred.
• 2+ years’ experience in an automotive sales or administration related environment or two years’ experience as a CRS with Protective.
• Preferred experience with a CRM Tool or Sales Force.
• Experience in call center environment utilizing a phone system.
• Critical thinking with an emphasis on reconciliation of accounts.
• Preferred experiencing working with licensing requirements.
• Ability to review and verify binding agreements for accuracy.
• Experience with maintaining sensitive and confidential information.
• Proficient in Microsoft Office products such as DocuSign, Outlook, Word, Excel, and PowerPoint
• Ability to learn and utilize proprietary software and navigate databases.
• Willingness to work beyond normal scheduled hours, as necessary.
• Excellent customer service skills.
• A strong sense of urgency and a desire to succeed.
• Strong analytical and problem-solving skills.
• Well-developed organizational skills and the ability to successfully manage multiple issues and demands.
• Extreme attention to detail and quality of service to the clients.
• Ability to keep up with high demands with a positive attitude.
• Ability to think independently and provide useful and constructive feedback.

Preferred Requirements:

• Self-motivator – Initiative-taker.
• Solution minded.
• Excellent communication skills, both verbal and written.
• Driven by integrity.
• Willingness to embrace change.

Work Environment and Physical Requirements:

• Ability to frequently sit for long periods of time.
• Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
• Vision acuity is required to include close vision, color vision, distant vision, and the ability to adjust focus.
• Ability to grasp objects such as a telephone or a computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment.
• Ability to hear and talk, both in person and by phone.
• Ability to spend extended hours in front of a computer screen.