Customer Relations Manager

Job Summary

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life's uncertainties. Regardless of where you work within the company, you'll be helping provide protection and peace of mind when our customers need it most.

The Customer Relations Manager (Client Relations Manager) will provide support for all functions within the Client Relations department with a 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 8:00 am - 5:00 pm CST.

Dealership Sales Support/Administration, Finance & Insurance (F&I), or F&I Agency is a plus!

Experience using CRMs such as Sales Force is a plus!

Essential Functions

• Be the product knowledge expert in all environments that pertain to the role and responsibilities.
• Assist in responding to incoming calls from agencies, providing problem resolution by acting as a liaison between the Account Executive, CRM, and the client.
• Serve as the liaison for internal and external customers, 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.
• Track and ensure 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 the Agent and Dealer Portal.
• Run and analyze reports as requested and as needed.
• Take ownership of projects until completion and ensure success through proper documentation and follow-up.
• Take initiative to formally document relevant processes and updates on a regular basis.
• Respond in accordance with Key Performance Indicators (KPIs).
• Communicate regularly in a professional, friendly manner and proactively and consistently follow up with a sense of urgency on open items.
• Provide assistance to all team members when needed.
• Assist in responding to incoming calls from agencies, providing problem resolution.
• Take ownership of changes and be personally responsible for managing change in an upbeat, positive manner.
• Perform 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 a call center environment utilizing a phone system.
• Critical thinking with an emphasis on reconciliation of accounts.
• Preferred experience working with licensing requirements.
• Ability to review and verify binding agreements for accuracy.
• Experience 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.
• Ability to walk, stand, reach with hands and arms; stoop, kneel, crouch, and lift up to 25 pounds.
• Vision acuity required, including close vision, color vision, distant vision, and the ability to adjust focus.
• Ability to grasp objects (e.g., telephone, 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.

Employee Benefits

We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to comprehensive health, dental, and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important, and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective's platform to improve wellbeing while earning cash rewards.

Eligibility for certain benefits may vary by position in accordance with the terms of the Company's benefit plans.

Accommodations for Applicants with a Disability

If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.