CallRevu, LLC
CallRevu helps thousands of automotive dealers in the U.
S.
cultivate their customer experience on the phone.
CallRevu gives dealers valuable insights into their caller's journey by tracking, monitoring, listening to, summarizing, alerting, and reporting on dealership phone calls to monitor call performance.
With our robust data and reporting, we are able to coach and enhance the caller's experience to help dealers increase market share, customer retention, and profitability in all phases of dealership operations.
Created and managed by a team of automotive and technology professionals, CallRevu partners with some of the best known and highest performing dealerships across the U.
S.
to not only report issues and outcomes, but fix them.
Position
Summary:
The Account Manager (AM) will manage, maintain, develop, and ensure effective usage and engagement for the dealerships in their assigned book of business.
An AM's assigned book of business are the customers they are expected to retain by managing their account and ensuring their customer experience is exceptional.
The AM will conduct regular account reviews with their assigned book of business to provide training and review the accounts for usage rates, proper set-up, and will provide additional training to ensure full product integration and usage to guarantee customers are receiving the full value of CallRevu's products for positive results on their bottom line.
Key
Responsibilities:
Customer Service and Internal Partnership Develops and maintains an exceptional customer support relationship with all dealers in their assigned book of business by retaining their business.
Responds to support calls and customer inquiries via inbound phone calls, emails, and other modes to provide top-level support and resolve any customer issues, ensuring an exceptional customer experience with each interaction.
This includes creating and logging case notes on all customer interactions in SalesForce (SFDC).
Responds to and completes support requests from internal team members across the organization to resolve any escalated customer issues that may require additional analysis, training, and/or support.
Account Touch Points and Support Conducts Touch Point meetings with customers in their assigned book of business on a quarterly basis.
Enhancing customer retention by minimizing cancellations and preserving valuable customer relationships.
Analyzes emergency phone health alerts (PHA) cases and provides touch points to customers for resolution.
Training and Support Serves as the subject matter expert (SME) on all existing and new CallRevu products by maintaining in-depth knowledge to provide support and training to all customers in their assigned book of business, as well as internal team members.
Assists with onboarding and training of new employees as assigned by management.
Sales Support As opportunities present, educates and upsells customers on other CallRevu products that would provide value to their customers.
Partners with the sales team to continually assess customer engagement to ensure customer satisfaction and drive positive retention.
Leadership and Professional Development Continues professional growth by maintaining knowledge of trends and best practices in the industry to remain on the forefront as the SME for internal and external customers.
Ensures alignment to CallRevu's Mission, Vision, and Values to meet organizational goals.
Collaborates with team members and colleagues in other departments to continuously improve CallRevu's operations.
Qualifications:
High school diploma or GED equivalent.
Bachelor's degree in Business Administration, Communication, or related field of study a plus.
At least 2 to 5 years of customer support and/or account management experience.
Experience working with or for automotive dealerships preferred.
Working knowledge of SalesForce strongly preferred.
Experience working with a CMS required.
Strong computer skills with the ability to navigate and learn multiple applications and programs.
Ability to build strong relationships with customers with superior follow up skills to complete tasks and projects according to established priorities.
Work Environment Work performed in a standard office environment.
OR Work performed in a standard home office (telework) environment.
Physical Requirements This job operates in a professional office environment.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Flexibility related to work hours as project demands arise.
Occasionally required to lift 5 to 40 pounds.
Must be able to sit at a computer and stand for extended periods of time.
Must be able to use hands to finger, handle, or feel.
Must be able to reach with hands and arms.
Must be able to communicate verbally to speak and hear.
Must have close and classroom vision.
Travel Requirements Travel may be necessary, up to 30% of the time (local, regional).
Travel would involve the following mode(s) of travel:
car, train, and air.
Disclaimer This job description indicates in general the nature and levels of work, knowledge, skills, abilities, and other essential functions (as covered under the Americans with Disabilities Act) expected of an employee.
It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of an employee.
An employee may be asked to perform other duties as required.
About the Company:
CallRevu, LLC.
Estimated Salary: $20 to $28 per hour based on qualifications.
S.
cultivate their customer experience on the phone.
CallRevu gives dealers valuable insights into their caller's journey by tracking, monitoring, listening to, summarizing, alerting, and reporting on dealership phone calls to monitor call performance.
With our robust data and reporting, we are able to coach and enhance the caller's experience to help dealers increase market share, customer retention, and profitability in all phases of dealership operations.
Created and managed by a team of automotive and technology professionals, CallRevu partners with some of the best known and highest performing dealerships across the U.
S.
to not only report issues and outcomes, but fix them.
Position
Summary:
The Account Manager (AM) will manage, maintain, develop, and ensure effective usage and engagement for the dealerships in their assigned book of business.
An AM's assigned book of business are the customers they are expected to retain by managing their account and ensuring their customer experience is exceptional.
The AM will conduct regular account reviews with their assigned book of business to provide training and review the accounts for usage rates, proper set-up, and will provide additional training to ensure full product integration and usage to guarantee customers are receiving the full value of CallRevu's products for positive results on their bottom line.
Key
Responsibilities:
Customer Service and Internal Partnership Develops and maintains an exceptional customer support relationship with all dealers in their assigned book of business by retaining their business.
Responds to support calls and customer inquiries via inbound phone calls, emails, and other modes to provide top-level support and resolve any customer issues, ensuring an exceptional customer experience with each interaction.
This includes creating and logging case notes on all customer interactions in SalesForce (SFDC).
Responds to and completes support requests from internal team members across the organization to resolve any escalated customer issues that may require additional analysis, training, and/or support.
Account Touch Points and Support Conducts Touch Point meetings with customers in their assigned book of business on a quarterly basis.
Enhancing customer retention by minimizing cancellations and preserving valuable customer relationships.
Analyzes emergency phone health alerts (PHA) cases and provides touch points to customers for resolution.
Training and Support Serves as the subject matter expert (SME) on all existing and new CallRevu products by maintaining in-depth knowledge to provide support and training to all customers in their assigned book of business, as well as internal team members.
Assists with onboarding and training of new employees as assigned by management.
Sales Support As opportunities present, educates and upsells customers on other CallRevu products that would provide value to their customers.
Partners with the sales team to continually assess customer engagement to ensure customer satisfaction and drive positive retention.
Leadership and Professional Development Continues professional growth by maintaining knowledge of trends and best practices in the industry to remain on the forefront as the SME for internal and external customers.
Ensures alignment to CallRevu's Mission, Vision, and Values to meet organizational goals.
Collaborates with team members and colleagues in other departments to continuously improve CallRevu's operations.
Qualifications:
High school diploma or GED equivalent.
Bachelor's degree in Business Administration, Communication, or related field of study a plus.
At least 2 to 5 years of customer support and/or account management experience.
Experience working with or for automotive dealerships preferred.
Working knowledge of SalesForce strongly preferred.
Experience working with a CMS required.
Strong computer skills with the ability to navigate and learn multiple applications and programs.
Ability to build strong relationships with customers with superior follow up skills to complete tasks and projects according to established priorities.
Work Environment Work performed in a standard office environment.
OR Work performed in a standard home office (telework) environment.
Physical Requirements This job operates in a professional office environment.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Flexibility related to work hours as project demands arise.
Occasionally required to lift 5 to 40 pounds.
Must be able to sit at a computer and stand for extended periods of time.
Must be able to use hands to finger, handle, or feel.
Must be able to reach with hands and arms.
Must be able to communicate verbally to speak and hear.
Must have close and classroom vision.
Travel Requirements Travel may be necessary, up to 30% of the time (local, regional).
Travel would involve the following mode(s) of travel:
car, train, and air.
Disclaimer This job description indicates in general the nature and levels of work, knowledge, skills, abilities, and other essential functions (as covered under the Americans with Disabilities Act) expected of an employee.
It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of an employee.
An employee may be asked to perform other duties as required.
About the Company:
CallRevu, LLC.
Estimated Salary: $20 to $28 per hour based on qualifications.
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