Product Manager - Customer Support

At ACERTUS culture is everything. We want people to want to work here. We have weekly huddles to hear from our team on how we can improve. And guess what? We act on your ideas!

As a Product Manager, you will be a key leader in the Customer Support group department, with a specific focus on tools administration and optimization.

Schedule: Monday-Friday (8am -5pm)

Pay: Based on Experience

What will you be doing?

• Focus on automation and process improvement, to make it as easy as possible for team members to provide solutions and delight to our customers.

• Establish acceptable risk tolerances for business units, products or product lines, or programs.

• Leverage our existing internal tools to establish automated reporting on productivity, quality, survey results, interaction volume, and missed call rates.

• Implements strategies meant to improve optimization.

• Skillfully integrate web platforms, especially call-center programs like Ring Central with Zendesk, to enhance support operations.

• Aggregate and analyze customer issue data to identify trends and operational bottlenecks.

• Perform root cause analysis and implement solutions, setting clear expectations and outcomes.

• You must be willing and able to perform all other duties as assigned by management.

What are we looking for?

• Bachelor's degree and at least 5 years of experience in process improvement, automation, and customer support.

• Previous experience in the automotive, rail or logistics field preferred.

• Previous experience working with Zendesk or similar workflow management system.

• Previous experience working with Ring Central or similar call-center management system.

• Previous CRM management experience preferred.

• Project Oversight: Apply exemplary project management skills to spearhead multiple operational improvement initiatives concurrently.

• Establishes departmental policies, practices, and procedures that have a significant impact on the organization.

• Problem management and decision-making skills.

• Excellent Oral and written communication skills.

Benefits

At ACERTUS we believe that our employees are our greatest asset. Our benefits include:

• Medical, Dental and Vision Insurance benefits start on the 1st day of the month following your start date.

• Company Paid Time Off

• 8 Company Paid Holidays

• 401(k) with auto-enrollment at 3% starts on the 1st day of the month following your start date.

• Casual Dress Code

About ACERTUS

ACERTUS is an automotive logistics company specializing in vehicle lifecycle solutions. Our client centric model is enabled by our people, processes and innovative technology that are a differentiator in the industry. Our comprehensive portfolio of services is designed to provide solutions throughout the lifecycle of a vehicle. We offer a full suite of vehicle transportation services, customizable technology, a national title and registration platform plus compliance services, and a growing vehicle storage footprint throughout North America. ACERTUS - Relentless Drive to Deliver!

ACERTUS is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.