Dealer Support Center

Position Type: Contract, onsite

Currently pursuing or recently completed an undergraduate or graduate degree in Business Administration, Communications, Automotive Management, Information Systems, or a related discipline.

Experience

• Demonstrated interest in business operations, customer experience, or the automotive industry through coursework, internships, part-time employment, or project work.
• Basic understanding of business concepts and customer-focused processes.
• Experience collaborating on team-based projects, internships, student organizations, or work assignments.
• Prior customer service, dealership, automotive, internship, or corporate experience is preferred but not required.

Skills

• Must exemplify a world-class customer service experience.
• Must have a positive and willingness to help attitude.
• Ability to work in a fast-paced environment.
• Ability to quickly pivot and manage complex inquiries.
• Excellent verbal and written communicator.
• Ability to show a strong sense of urgency and accountability.
• Ability to remain calm and focused under pressure.
• Understanding and adherence to data security and privacy protocols.
• Ability to support through various channels of communication.
• Critical and creative problem-solving skills required.
• Ability to be flexible and adaptable.
• Proficient with all common Microsoft applications, including PowerPoint and Word.
• Proficiency in platforms and systems.

Special Knowledge

• Knowledge/awareness of call center operations, telephony systems and software.
• Strong network within the organization is beneficial - particularly in Network Development, Sales, Customer Services, Distribution, Logistics, Pre-Owned, Vans and Marketing/Digital House.

Responsibilities

• Guide dealer and field support services by managing inquiries through the Star Support Tool, as well as through direct channels such as phone, email, and chat.
• Ensure timely resolution by coordinating with various business units to escalate cases when needed.
• Proactively identify trends through data analysis and recommend solutions that reduce inquiry volume and improve the overall dealer experience.
• Streamline operations to make doing business with the franchise network more efficient.
• Address complex dealer inquiries and provide solutions, ensuring 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.
• Appropriately document each inquiry to ensure a high degree of data integrity used to steer the business.
• Monitor and adhere to the quality of support interactions to ensure measured metrics are met.
• Handle escalated dealer and field inquiries and issues that may require additional attention or expertise.
• Act as an advocate of the dealer within the organization, representing needs and concerns to other departments.
• Maintain and update documentation for support processes, troubleshooting procedures, and dealer interactions.
• Utilize artificial intelligence, support center technologies, and available tools effectively to streamline processes and enhance dealer support capabilities.
• Ensure performance metrics such as response times, resolution times, and satisfaction scores are met and/or exceeded.
• Ensure volume metrics and KPIs are met and/or exceeded to provide the expected level of support.
• Provide guidance and education to dealers on how to use products or services more effectively.
• Continuously learn, train, and develop on company-wide programs, policies, and processes.

Process Improvement

• Identify opportunities for process improvement and efficiency in support center operations.
• Using data, identify trends and areas for improvement.
• Collaborate with business units and Advisors to recommend and refine process improvements.
• Adhere to and execute all defined process improvement guidelines established by business units and leadership.