Customer Service Team Manager

DriveTime is the nation’s largest dealer helping people with credit issues purchase a great vehicle. Headquartered in Phoenix, Arizona, we operate over 139 dealerships across the country, with thousands of vehicles in stock.

Our Collections Manager is responsible for leading a team of Loan Advisors to success. This includes, but not limited to: assessing day to day performance, quality of work, and goal setting. Our Managers are responsible for providing feedback and coaching to develop our Loan Advisors in order to reach their highest potential in their current role and to help further develop their career with DriveTime.

• Monitors and reviews work of Loan Advisors to ensure it is effective, and within Company and Legal policy. This includes using tools such as formal account reviews and side-by-side monitoring in order to create development plans for their staff to address any deficiencies
• Provide daily goals and strategy to their team that will maximize long-term success
• Administer continuous training and coaching to ensure quality customer service
• Identifies and recommends methods to improve management and operations of loan/collection administration involving enhanced work processes, increased responsiveness, efficient use of resources and quality service delivery
• Provide proactive leadership to the team to achieve maximum performance that results in a method consistent with DriveTime's vision and values

• High School Degree Required. Bachelor's Degree preferred
• 2+ years of management experience in a call center or retail environment
• Knowledge of Fair Debt Collection Practices Act is a plus
• Excellent written, verbal communication and listening skills required
• Ability to interact with customers, managers, and co-workers in a professional, courteous manner
• Must be self-motivated with strong decision making and problem solving abilities.
• Skilled with PC and Microsoft Operating Systems software, a variety of telephone equipment, including headset or handset
• Ability to work cooperatively with other employees, customers, clients, and other involved parties
• Required to work a flexible schedule including some evenings and Saturdays

Physical Demands

• This job position is designated as a safety sensitive position.
• Must be able to lift up to 25 pounds independently; majority of lifting from knee to shoulder heights; other lifting required from various levels.
• Must be able to carry and transport up to 25 pounds up to 60 feet.
• Requires standing for extended period of time with frequent stretching, reaching, walking and stooping, pushing and/or pulling.
• Requires excellent visual acuity and manual dexterity.
• Requires sitting for extended periods of time. Must be able to type for extended periods of time.
• Requires being able to hear and speak with others in-person or on the phone.
• Must adhere to regular and predictable attendance.