Customer Service Manager (12-month term)

Job Summary

Posted January 6, 2021

Reporting to the Director of Risk Management, the Customer Service Manager’s primary responsibility is to oversee and lead the account resolutions department, in a 12 month term position. The focus is on building trust and rapport with our clients, while developing a strong understanding of their accounts, in order to develop unique payment solutions.

The Customer Service Manager explores all solutions that include advocating for our clients, providing credit counselling services to customers, managing collections with a proactive approach, and managing the day to day functions of the department. The Manager is responsible for implementing and managing the vision, mission, and values of the Birchwood Automotive Group and Birchwood Credit.

Essential Skills / Details

• Completed post-secondary education in Business, or equivalent work experience.
• Experience in a leadership role within the retail, banking, or customer service sectors.
• Proven leadership skills with the ability to engage Team Members and create a positive, team oriented, and enthusiastic working environment.
• The ability to determine customer needs and a passion for delivering exceptional customer service.
• Working knowledge of credit risk and portfolio management procedures and principles.
• Comfortable delivering difficult messages effectively.
• Experience developing, reviewing, and continuously improving internal processes.
• Ability to exercise judgement in making decisions while collaborating with all levels of leadership.
• Demonstrated ability in leading and managing project work and delegating assignments.
• Clear criminal background and credit check
• Valid 5F drivers license, clear drivers abstract and own transportation to and from work are required

Birchwood Credit Inc. (BCI) and Birchwood Credit (BC), divisions of the Birchwood Automotive Group, work together as a comprehensive lending provider servicing the subprime sector in the used vehicle sales market. BCI is hiring a Customer Service Manager to lead a team of Customer Service Specialists who provide solutions and support to their customers.

Birchwood is Manitoba’s largest automotive retailer network. Our 23 franchises include two state-of-the-art collision repair centres and five Birchwood Credit locations, and offer sales, services, and parts to meet our customers’ automotive needs. We’re a recognized leader in the retail automotive industry, not only for our diverse workforce reflecting our community, but also our unparalleled commitment to team members, customers, partners, and neighbourhoods. At Birchwood, our days begin and end with gratitude, personal leadership, trust, respect, continuous improvement and generosity.

Salary / Wage Range

To be discussed during interview process.