Mobility Operations Specialist

Position Overview

The Mobility Operations Specialist is responsible for providing a high level of Customer Service and Sales for Porsche Drive Subscription and Rental program members, prospective members, and Porsche Centre dealer partners. This position is responsible for Digital Concierge duties made through inbound and outbound phone, email, and text message contact and will be required to build and maintain professional interactions across multiple levels within and outside of the organization. In addition, the Mobility Operations Specialist will thrive in an ever changing and fast paced environment, approaching new challenges and tasks with solutions, displaying a can-do attitude, and is highly skillful in responding to various requests (verbally and written). This position is a key player for the organization by providing critical support and collaborative problem solving.

Roles & Responsibilities

• Servicing and sales of all Porsche Drive members via phone, email, and text messaging, and internal systems
• Provide quality and timely support to Porsche Drive members, prospective members, and dealers to maximize fleet utilization and operational efficiency
• Responsible for member retention, customer service, and fleet management as primary contacts for Porsche Drive members and Porsche Centre dealer partners
• Manage and service leads, prospects, and active members of Porsche Drive within assigned systems
• Responsible for all inbound and outbound call servicing, shared inbox, and assigned tasks while maintaining the department KPI’s
• Build rapport with members through open-ended questions, sales techniques, explaining features and benefits, and overcoming objections
• Achieve monthly and annual member targets, other established KPls to provide high quality customer support including Quality of Service (QoS)
• Provide professional and courteous assistance in daily business interactions with both internal and external members, dealers, vendors, and outside organizations
• Assist leadership with on-boarding and training for new hires for full understanding of job responsibilities
• Serve as subject matter expert to Members for program policies, pricing, and fleet options
• Execute on-boarding calls with new members to discuss pricing, delivery, and fleet options to ensure a seamless experience for new and returning members
• Review agreements with members to ensure understanding of rates and policies
• Proactively support leadership in the identification of areas of operational opportunities
• Utilize the assigned limits of authority to mitigate potential legal and financial risks while maintaining high levels of customer satisfaction
• Ensure resolution of escalated customer relations matters within agreed service level target
• Complete assigned work queues within service level targets
• Complete assigned training in scheduled timeframe

Required qualifications include:

• University level education, College Diploma and/or equivalent work experience
• Experience 1-3 years of Customer Service and/or Auto Finance experience
• Working knowledge of automotive, banking and/or insurance industries
• Efficient time management
• Proficient written and verbal communication
• Strong organizational skills with ability to pay close attention to details
• Works independently with an analytical approach and is solution focused
• Windows and MS Office experience required• Customer service oriented with demonstrated ability to think critically and create actionable resolutions to complex problems
• Works independently without close supervision
• Bilingual in French Canadian Percentage of required travel: 15%

Schedule/Shift: Monday to Friday 9am to 6pm EST, with occasional rotation on Saturdays 9am to 6pm EST as required.

Why Porsche Financial Services Canada?
At Porsche, we are driven by our passion for performance and innovation. As a part of our team, you’ll work with a group of dedicated professionals who share a commitment to excellence. We offer a dynamic work environment, opportunities for development, and the chance to be a part of an iconic brand.

Ready to Accelerate Your Career?
Join us at Porsche and contribute to a legacy of innovation and excellence. Apply today!

Our Porsche excite! Standards:

• Integrity: We are fair and honest. We operate within our Drift Circle and hold our self and others to the highest ethical standard.
• Relationship: We anticipate needs and create personalized connections with our customers and each other.
• Excitement: We go the extra “1%” to create memorable experiences.
• Efficiency: We are entrepreneurial and run our business as if we own it.