Motorola Solutions is looking for a Client Services Manager to provide tailored technical customer operations support. You will be part of SCM, a Skip Tracing, Forwarding, and Impound division, and play a key role in building and maintaining positive, effective customer relationships.
What You'll Do
- Provide tailored technical customer operations support.
- Develop strategies for implementing operational efficiencies by reviewing work flows, procedures, and performance.
- Execute customer operations policies and procedures.
- Build and maintain positive, effective, and mutually beneficial working alliances with customers.
- Initiate problem solving action and follow through to resolution.
- Perform root-cause analysis of problems to formulate and recommend improved alternative operations.
- Lead process improvement initiatives.
- Be responsible for client onboarding and go-live calls in concert with respective departments.
- Monitor MVTRAC LPR Hotlist for trends.
- Monitor top 20 clients volume of assignments and associated performance.
- Act as the direct point of contact for client communications via email (Ops/Manager distributions) and the Client Phone Line.
- Monitor the managers@mvtrac distribution list.
- Manage monthly, quarterly, and annual client performance calls.
- Review client margin/fee structure for reporting to the COO.
- Review and reconcile the Commission Guide and associated RMP points.
- Adjust and update fees in RMP as needed for contract changes.
- Update lender requirements sheet for VM as needed for process or contract changes.
What We're Looking For
- A minimum of 2 years of Customer Service and Account Management experience, or equivalent.
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Nice to Have
- Experience handling escalated client complaints or requests.
- Forwarding experience.
- Skip tracing experience.
- High School Diploma, or equivalent.
- Strong phone skills with ability to give clear and concise direction.
- Strong multi-tasking and organization skills.
- Experience with collateral repossession.
- Collections, asset recovery, or credit experience.
- A high level of experience using G-Suite, MS Office and related applications.
Technical Stack
- G-Suite
- MS Office
Team & Environment
You will be part of SCM, a Skip Tracing, Forwarding, and Impound division of Motorola Solutions.
Benefits & Compensation
- Compensation range: $70,000 - $80,000 USD.
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
Work Mode
This is a remote position open to candidates within the United States.
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
