Customer Relations Manager

At Portfolio, we pride ourselves on our responsive, innovative, efficient, and sincere serving standards (R.I.S.E).

We are seeking dedicated professionals who are passionate about delivering exceptional service and making a difference in the customer service process.

In addition to offering a hybrid work schedule, Portfolio offers a comprehensive benefits package:

• Paid Company Holidays
• Paid Time Off including Flex Time (40 Hours of additional Paid Time Off) and Volunteer Time.
• Health/Dental, Visions Insurance
• Life Insurance & Short-Term Disability
• Tuition Reimbursement
• Referral Bonus
• 401(k)
• Monthly Associate Breakfasts
• Reputation Management Program – Monetary Prizes for Positive Online Reviews
• Additional associate perks

If you're ready to be part of a dynamic team that values integrity and excellence, apply today and help us redefine the claims experience! Join Our Team at Portfolio!

As a Customer Relations Manager, you'll play a crucial role in protecting the interests of the administration company by following the guidelines of each contract Portfolio administers while providing knowledge to the customers and dealers.

Compensation:

• Starting range of pay: $ 48K - $60K per year. Depending on experience, Comprehensive Benefits Package!

Work schedule:

• Schedule: Monday-Friday, 11:00 am - 8:00 pm EST.
• Hybrid Schedule (after training): Tuesdays and Wednesdays in the Strongsville, OH office. Monday, Thursday, and Friday work from home.

Job Summary & Objective:

At this time, a Customer Relations Manager (Client Relations Manager - CRM) is needed to provide support for all functions within the Client Relations team with a primary focus on rate (schedule) inquiries, completion and follow-up of rate (schedule) chart requests, fee changes/updates, general product questions, and agent and dealer portal support. Candidates work with the entire Portfolio staff to ensure the success of Portfolio’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 position is a Hybrid Career Opportunity following training*

Must report to Strongsville, OH office 3 days a week.

*Preferred experience with a CRM Tool or Sales Force.

*Dealership Sales, administration, F&I, and/or Agency experience is a PLUS!

Essential Functions:

• To be the Portfolio product knowledge expert in ALL environments that pertain to the role and responsibilities.
• 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.
• 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 the 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.
• Maintained desk area by making sure that everything is organized, neat, and clean and that all files and paperwork with personally identifiable information is properly filed in accordance with WISP.
• Consistently works towards providing a wow customer experience in support of the company mission.
• Takes ownership of changes and is personally responsible for managing change in an upbeat positive manner.
• Works under minimal supervision.
• 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 Portfolio.
• 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
• 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 are an absolute must.
• Ability to keep up with high demands with a positive attitude and maintain accuracy.
• Ability to think independently and provide useful and constructive feedback.
• Preferred experience in a call center environment utilizing a phone system.
• Preferred experience with a CRM Tool or Sales Force.
• Preferred experience working with licensing requirements.
• Ability to review and verify binding agreements for accuracy.
• Experience with maintaining sensitive and confidential information.
• 2+ years’ experience in a lead or senior role, including overseeing members of a team.
• Experience developing and implementing training for team members.
• Ability and comfortable with delegating tasks.
• Ability to manage escalated situations.
• Ability to manage time and adapt to changes in the workplace.
• Proven ability to manage priorities.
• Proven success in making sound judgments.
• Proven initiative to get tasks completed and identify needs for process improvement and the needs of others.
• Critical thinking with an emphasis on the reconciliation of accounts.

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:

• 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 computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment
• Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
• Ability to frequently sit for long periods.
• Ability to hear and talk, both in person and by phone.
• Ability to spend extended hours in front of a computer screen.