Client Relations Specialist

About the role

The Client Relations Specialist (Spec II, CX Operations) supports the Client Relations department, focusing on new dealer agreements and submissions, and assisting Client Relations Managers. This role requires a strong understanding of Protective's products and excellent communication skills.

Responsibilities

• To be the Protective product knowledge expert in ALL environments that pertain to the role and responsibilities
• Aid in responding to incoming calls from agencies, resolving issues by acting as a liaison between the Account Executive, CRM, and the client
• Pre-fill all Protective and Vendor agreements
• Place launch and regular supply orders in a timely manner
• Input agreements in DocuSign and ensure they are executed
• Create and complete dealer checklists for new setups and changes
• Maintain a process for tracking all agreements that are submitted, including missing documents and information; continue follow up on missing information on a consistent schedule; maintain consistent and accurate records and tracker on the server
• Make appropriate dealer updates and changes in the system and obtain proper documentation and disseminate to all departments
• Work with agents and providers on retrieval and submission of required licensing paperwork
• Handle correspondence with insurers, such as requesting monthly Contractual Liability Policy by requesting state-specific insurance and documents and requesting dealership cancellations for state-specific policies in place
• Work as a backup to the Client Relations Dispatcher
• Takes initiative to formally document relevant processes and updates on a regular basis
• Responds in accordance with Key Performance Indicators (KPIs)
• Communicates in a professional friendly manner and proactively and consistently follows up with a sense of urgency on open items
• Assists in the response to incoming calls from agencies, providing problem resolution
• Takes ownership of changes and is personally responsible for managing change in an upbeat positive manner
• Performs other job duties as assigned

Requirements

• Self-motivator - Initiative-taker
• Solution minded
• Excellent communication skills, both verbal and written
• Driven by integrity
• Willingness to embrace change

Qualifications

• High School diploma or equivalent
• 2+ years’ experience in an automotive sales or administration related environment

Skills

• Preferred experience with a CRM Tool or Sales Force
• Preferred experience working with licensing requirements
• Proficient in Microsoft Office products such as DocuSign, Outlook, Word, Excel, and PowerPoint
• Ability to learn and utilize proprietary software and navigate databases
• Willingness to work beyond normal scheduled hours, as necessary
• Excellent customer service skills
• Strong analytical and problem-solving skills
• Well-developed organizational skills and the ability to successfully manage multiple issues and demands
• Extreme attention to detail and quality of service to the clients
• Able to keep up with high demands with a positive attitude
• Able to think independently and provide useful and constructive feedback

Benefits

• We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program.
• Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day).
• The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching.
• All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.

Pay

$23.50 - $25.00 hourly

Schedule

Monday- Friday, 8:00am- 5:00pm PST. This position offers a hybrid work schedule. Mondays, Thursdays, and Fridays may be worked from home, while Tuesdays and Wednesdays are onsite at Protective’s Lake Forest, CA office.