Concierge Specialist I

3 weeks ago

West Bend, United States SITE Staffing Inc. Full time

Pay Range: $20-24.00

Position Type: Hybrid-Days in office will be determined by manager.

  • 10% extra night and weekend shift differentials
  • Flexible work schedule
  • Internal Growth opportunities available
  • Able to work 1-2 nights per week and occasional Saturdays (night shift is 11am-8pm and Saturdays is 9am - 1pm)


This position will play a fundamental role in achieving our clients ambitious B2B customer acquisition and revenue growth objectives. You must be comfortable spending much of your time receiving in-bound calls from their dealer network as well as making outbound calls responding to dealer inquiries. Working with Outside Sales partners, and prospective dealers to maximize sales support goals. Also, working with dealers to identify financing needs, create solutions and ensure a smooth sales process. Concierge Specialist I is an essential part of our organization. Focus is to go above and beyond, give exceptional customer service to dealers, vendors, and internal staff. etc. Concierge Specialist I are extremely friendly, positive, well-spoken and have a background in customer services.


Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as Management may deem necessary from time to time.

  • Dealer Service: Will be the liaison between dealer and the company. Will handle all outgoing and incoming calls, emails, & texts from dealers, outside and inside sales reps, etc. All questions from dealers will be handled through this department. Concierge Specialist I will need to understand our internal loan processing procedure to get quick and accurate answers for our dealers. Responsible for monitoring and communicating, regularly, with dealers (70%)


Other:

  • Responsible for escalation of Customer Care activities with Dealers including delinquent loans, consumer complaints, verification & welcome calls, or other situations that require us to reach out to Dealers.
  • Dealers call in applications: Associate may be asked to take a call-in application from a Dealer. You will need to know data entry and will pass application to underwriter for final approval.
  • Dealer feedback: Ability to disseminate and communicate dealer feedback in a constructive manner.
  • Process Improvement –Build reporting structure necessary to increase dealer satisfaction & department efficiencies. Offer suggestions to streamline processes and create a better experience for our dealer. This includes working with finance dept to handle funding issues, refunds, etc

Minimum Requirements and Qualifications

  • Prior B2B customer service experience is preferred
  • Able to work 1-2 nights per week and occasional Saturdays
  • Professional phone presence and experience in a call center environment
  • Exceptional verbal and written skills.
  • Demonstrates true passion towards helping our dealers
  • Ability to multi-task, prioritize, and manage time effectively
  • Attention to detail, results oriented
  • Excellent planning, organizational, and time management skills.
  • Excellent documentation skills.
  • Fundamental analytical and conceptual thinking skills.
  • Team player willing to brainstorm, make suggestions, motivate other teammates, work in conjunction with other departments to handle issues quickly for dealers.


Education and/or Experience

  • Minimum 2 years’ B2B customer service experience, preferably in the consumer finance industry.
  • High School Diploma or Equivalent

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