Client Care Center (CCC) Manager

At Steele Auto Group, work is more than a job. It's a chance to inspire positive impact through every interaction, every vehicle, every journey. Our people are at the heart of it all, because everything we do is driven by you. Your passion. Your purpose. Your potential.

At Steele Auto Group, our vision is simple, to put people first while delivering an exceptional experience at every touchpoint. As the Client Care Center (CCC) Manager, you will manage our CCC Team with support from the Quality Supervisor and Team Leads. You will play a key leadership role in bringing Steele Auto Group's vision to life. This position is central to how Steele Auto Group connects with our customers and supports our dealerships, ensuring every interaction reflects care, consistency, and excellence.

The CCC Manager leads and streamlines CCC operations to deliver an unparalleled customer experience across the Group. Through strong collaboration with dealership leadership and stakeholders, this role drives profitability, strengthens service retention, and elevates customer satisfaction. With a sharp focus on operation efficiency and team development, the CCC Manager optimized workflows, empowers people, and creates an environment where customer needs are met with genuine care and attention.

Wage: $80,000 - $90,000, including bonus

Location: Dealership based role, with 5%-10%% travel within Atlantic Canada, as required

Hours: Ability to work flexible hours from time to time, based on business needs

The Role:

As Client Care Center Manager, you will be responsible for the overall performance, culture, and strategic direction of the Call Center. Your leadership will directly influence results across the department, including:

• Lead and develop the team: Onboard, train, and coach CCC representatives, providing feedback, and setting performance targets to ensure a high-performing, cohesive team.
• Manage staffing and operations: Oversee the quality supervisor and the team leads, while maintaining scheduling, compensation, incentives, and adherence to work-from-home policies to optimize team performance.
• Drive customer experience: Develop strategies to enhance satisfaction, ensure timely responses across all channels, and monitor interactions for continuous improvement.
• Coach through example: Support CCC representatives in assessing customer needs using open-ended questions and active listening.
• Monitor and evaluate performance: Conduct evaluations for the team lead and representatives, track KPIs, generate reports, and take corrective action when needed.
• Collaborate with dealership leadership: You are the relationship owner between the store and the CCC, meeting with GMs, service, and sales managers to align objectives, plan activities, and review performance quarterly.
• Leverage technology and processes: Ensure guides and online tools are accurate, identify automation opportunities, and streamline CCC workflows.
• Report and communicate: Provide regular updates to leadership teams and attend corporate meetings highlighting team performance and key issues.
• Other duties as required: Flexibly support management requests to ensure the success of the CCC and the broader Steele Auto Group mission.

What You Bring:

• 3–5 years managing or coaching teams, with 5–10 years in progressive call center or customer service roles.
• Experience in remote team management
• Deep understanding of customer experience and sales processes, with a continuous improvement mindset.
• Excellent written and verbal communication, able to handle sensitive situations professionally.
• Proficient in Microsoft Office and CRM tools, PBS is considered an asset, with strong data analysis and problem-solving skills.
• Excellent time, project, and task management, thriving in fast-paced environments.
• Knowledge of quality assurance practices, ability to apply company policies, and a clean driver's abstract.

Why This Role is Important:

This role is key to Steele Auto Group's success, ensuring every customer interaction reflects our values. The Client Care Center Manager leads the CCC team to deliver a seamless, positive experience, driving customer satisfaction, loyalty, and dealership performance. By streamlining operations and empowering the team, this role directly contributes to the growth and reputation of Steele Auto Group.

Why You'll Love Working with Steele Auto Group:

At Steele Auto Group, you're not just joining a company; you're joining a community where you'll be empowered to exceed expectations and develop your full potential.

We believe in rewarding hard work and supporting every part of your journey. That's why our Total Rewards package is built to help you thrive, physically, financially, and emotionally. Depending on your role and employment type (full-time, part-time, or term), eligible employees can look forward to, some or, all the following:

• 100% Matched Retirement Savings Plan – Put your future at ease with our employer-matched RSP plan, with a maximum of 4% after just 3 months and a maximum of 5% after 5 years!
• Flexible Health & Dental Plans – Choose from six cost-shared plans tailored to your lifestyle. Affordable, dependable coverage for the people who matter most. Enjoy peace of mind knowing you and your family are covered.
• Mental Health & Wellness Support – 24/7 confidential support for you and your family through EFAP.
• Employee Discounts – On vehicle purchases, parts, and service at any of our locations.
• Work Boot Reimbursement – Reimbursement immediately, no waiting required!
• Access to Steele University - you'll get engaging, role-specific training, learn anytime anywhere, track your progress, and earn rewards as you grow your skills!

While we make every effort to post our rates accurately, some websites may display salary estimates for this position without our involvement. These figures are generated independently for general comparison and are not provided or verified by Steele Auto Group. We look forward to discussing accurate, role-specific compensation details with candidates selected to move forward in the recruitment process.

Steele Auto Group is committed to creating a workplace where your talents are recognized, your growth is championed, and your potential is limitless. We invest in our people, promote from within, and foster a fair, inclusive, and opportunity-rich environment. As part of this commitment, we ensure that every candidate feels valued and supported throughout the recruitment process. If you are contacted for an interview and require accommodation, please let us know. We are here to support you in every step of the way.

Learn more about us at www.steeleauto.com

How to Apply, it's as easy as 1, 2, 3:

1. Click the link to apply, Steele Auto Group Careers
2. Sign in (top right corner) and create your profile,
3. Upload your resume

In 2 minutes, the Steele Auto Group career world is right at your fingertips!

**If you are an employee of Steele Auto Group, please apply through the careers page to ensure you are flagged as an internal applicant.