Spanish Bilingual Luxury Client Service Manager

On-site in Melbourne, FL, you’ll deliver first-class service to luxury clients as a brand ambassador, creating and managing complex cases through to resolution while building strong professional relationships with clients and dealerships.

Responsibilities

• Act as the single point of contact for luxury clients to address sales and service inquiries and concerns, using all available resources (Dealers, Team Leaders, Subject Matter Experts, Field Service Engineers, Concern Resolution Specialists).
• Handle inbound client contacts (calls, emails) in a courteous, professional manner, resolving issues on a first-contact basis whenever possible.
• Document client inquiries or concerns in the CRM tool and follow up to escalation or resolution, ensuring timely and accurate communication with clients and dealers.
• Liaise between clients and dealerships, anticipating requests and questions, and providing excellent service to all parties.
• Use client satisfaction tools (Financial Assistance, Service Component Plan, Extended Service Plan, Vehicle Payment, Maintenance Plans) to resolve concerns, managing financial assistance requests within Delegation of Authority (DoA).
• Identify and recommend process improvements to drive client and dealer satisfaction and advocacy.
• Participate in call monitoring as requested.
• Ensure the selling and/or servicing dealer provides a high-quality, timely, and professional response to clients.

Requirements

• High School Diploma (required); Associate’s or Bachelor’s degree (preferred).
• Spanish bilingual fluency (written and verbal).
• 3–5 years of problem resolution and escalation experience in a client contact environment.
• 3–5 years of client service experience with decision-making authority.
• Experience supporting luxury clients, automotive industry, hospitality, or luxury environments (preferred).
• 3–5 years of outstanding verbal/written communication in previous employment.
• Experience with dealer operations and handling escalated client issues (asset).
• Knowledge of Client Contact Process and Guidelines, Escalated Handling Process, Client Arbitration, or Warranty Programs (asset).
• Previous exposure to highly professional office environments (e.g., medical, financial investments) (plus).

Skills

• High level of trust, integrity, and professionalism.
• Dedication to following through on commitments.
• Excellent English and Spanish oral/written communication, including strong reading comprehension, spelling, punctuation, and email etiquette.
• Strong client service and conflict resolution skills with a commitment to quality and satisfaction.
• Ability to demonstrate empathy and build professional relationships during short telephone conversations.
• Good judgment in problem resolution and ability to work well within a team or independently with minimal supervision.
• Strong organizational, time management, and problem-solving skills.
• Conflict resolution and multitasking skills.
• Ability to answer and complete phone calls in a timely manner.
• Accurate typing skills (minimum 30 words per minute).
• Ability to use a desktop computer.

Pay

Starting hourly rate of $18.34, with incentives. $2.00/hr. Spanish bilingual differential for bilingual fluency. Shift differential pay provided.

Schedule

• Open availability required from 7:30 AM–12 Midnight (scheduled for 40 hours/week).
• Paid training period of approximately 10 weeks (first 4 weeks: 8 AM–5 PM ET; remaining 6 weeks: schedule TBD).
• Recurrent or new product training provided as needed.

Benefits

• Health, Dental, Vision, and Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k) retirement plan.
• Vacation, Sick Time, and Paid Holidays.
• Tuition Reimbursement.
• Employee Assistance Program.
• Employee Discount Program.
• Training and Development Programs.
• Employee Rewards Program.