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Dealership's Support
2 months ago
The Role
The Dealer Support Specialist delivers exceptional customer support to automotive dealerships and internal/external associates. Dealers Services is looking for an Associate on our Dealer Support team to manage new customer’s programs installation and configuration, ensuring successful implementation. Actively engage with internal and external customers/vendors during enrollment and assist the Product Support Specialists. Working with the Product Specialist and Sales Team begins in the Sales Process and continues through new client implementations and all throughout the life cycle of the account. Proactively anticipating customer’s needs and effectively managing communications, collaborating with various teams across the training and operations group will ensure effective relationships.
What You’ll Do
·Responsible for developing and managing Dealer policies that are agreed upon during enrollment.
·Coordinates development and implementation of agreed upon modifications with the Product Specialist team.
·Manage the installation and configuration schedule / timeline with customers.
·Identify opportunities and implement new products or processes developed.
·Works closely with the training department when it comes to new products, changes to existing products or identified development needs of the operations team.
·Works closely with the WFM department to ensure operational performance meets customer standards.
·Answer Dealer Support Hotline
·Will be required to handle Inbound and Outbound calls as needed to meet and maintain necessary service levels
·Communicating efficiently, effectively, and professionally with automotive dealerships and internal/external associates.
·Detail oriented, thorough, accurate, and able to self-review work
·Multi-task, prioritize, organize. Ability to work on multiple cases in the case grid as well as prioritizing production impacting request, issue, or concerns.
·Aptitude to learn quickly
·Ability to stay on task and ensure all emails or cases are handled and completed timely
·Monitor Issue forms
What You’ll Bring
·Desire to work in a fast-paced environment that is focused on success and continuous improvement of quality and process.
·Excellent oral and written communication skills
·Strong listening, analytical and problem-solving skills
·Effective time management
·Ability to prioritize in a fast-paced environment with tight deadlines with strong attention to detail
