Consultant, Dealer Support Center

About the role

12+ month onsite contract position in Sandy Springs, GA, paying $20 per hour (W-2).

Schedule

Core hours are 8:00 am – 6:00 pm EST to support dealers across multiple time zones. Scheduled hours may vary, including holiday coverage aligned with dealer needs. Weekend hours are not expected, but flexibility is required to adapt to dealer support demands.

Responsibilities

• Address complex dealer inquiries and provide solutions to ensure customer satisfaction.
• Escalate necessary inquiries to the appropriate business unit subject-matter experts.
• Ensure all dealer and field inquiries are responded to efficiently and with priority.
• Document each inquiry to ensure a high degree of data integrity.
• Monitor and adhere to the quality of support interactions to ensure metrics are met.
• Handle escalated dealer and field inquiries requiring additional attention or expertise.
• Act as an advocate of the dealer within the organization.
• Maintain and update documentation for support processes and dealer interactions.
• Utilize artificial intelligence and support-center technologies effectively.
• Ensure performance metrics such as response times and satisfaction scores are met or exceeded.
• Provide guidance and education to dealers on product or service use.
• Identify opportunities for process improvement and efficiency in support operations.
• Collaborate with business units to recommend and refine process improvements.

Requirements

• Currently pursuing or recently completed a degree in Business Administration, Communications, Automotive Management, Information Systems, or related discipline.
• Demonstrated interest in business operations, customer experience, or the automotive industry.
• Basic understanding of business concepts and customer-focused processes.
• Experience collaborating on team-based projects or work assignments.
• Strong communication, organizational, and problem-solving skills.

Preferred Skills

• Exemplify a world-class customer-service experience.
• Positive attitude and willingness to help.
• Ability to work in a fast-paced environment.
• Excellent verbal and written communication skills.
• Strong sense of urgency and accountability.
• Ability to remain calm and focused under pressure.
• Understanding of data security and privacy protocols.
• Proficient with Microsoft applications, including PowerPoint and Word.
• Knowledge of call-center operations and telephony systems.